Our visa card recently passed its due date before we had the change to update the payment method in shopify. Today our account have therefore been frozen.
We have now updated with the new card (same bank account), but unable to process the payment. We get the error message:
Solved! Go to the solution
This is an accepted solution.
My name is Rae, and I work for Shopify. I'm sorry to hear about this error, and I understand the urgency in getting your account back up and running.
To confirm, does your new Visa meet these guidelines?
If so, and if you're still receiving this error, please reach out to us via our Help Center so we can help look into this further. Once you visit our Help Center and log in to your account, you'll be able to submit a support request, and discuss this situation with our team via live chat, email, or through a callback. That way, we can help determine how to resolve this error, and ensure your invoice can be paid so your account is re-opened successfully.
Since this is the best way to resolve this situation, I've marked my reply as the solution to this thread. This will help other Community users who may be running into this same error, as it provides the next steps needed to reach a resolution.
We hope to hear from you via our Help Center soon!