Enable re-open frozen store

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Tourist
4 0 1

Hello,

I have a problem with my store. It was frozen but i pay the bill and when i click on "resume plan" button to re-open doesn't work. It shows me the message "Please contact support."

Any help?

Thanks. 

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Shopify Staff
Shopify Staff
796 41 122

This is an accepted solution.

Hi, @Anny1!

Sorry to hear you're having issues here. I'm sure I can help!

Can I ask what you're using to pay for the subscription fees? As in, is it a debit card or credit card? Are you entering the correct credit card details into the billing fields? Or are you using PayPal as a payment method? If you're using PayPal, is the card you have connected to that account good to use? 

Since credit cards are the most universal payment for online (in most places) in the world, this is the only option we have currently in place to accept payment for our services. We are looking at exploring other possible options for the future to give you, our merchants, more options, but at this time credit card payments are the only ones we accept, not debit cards. We do accept PayPal payments for merchants outside of the USA, but the card you have connected to your PayPal account must be in good standing and have enough funds there.

Let me know how you're trying to pay and we can talk more!

Ava
Social Care | help.shopify.com

Ava | Social Care @ Shopify
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Tourist
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Hi Ava, 

Thanks for your reply. I use debit card to pay and the payment done. I haven't got any fees yet. But i still can't access my store.

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Shopify Staff
Shopify Staff
796 41 122

Thank you for replying! 

At the moment, our system will not accept debit cards to pay for subscription fees. This is most likely the reason you can't access your store right now; you will need to add a credit card or a PayPal account as a payment method instead when you are trying to reopen your store. Would you have access to a credit card?

 

Ava
Social Care | help.shopify.com

Ava | Social Care @ Shopify
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 - Was your question answered? Mark it as an Accepted Solution
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Tourist
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I haven't got credit cart but i will try to use my paypal account!

Thank you very much for your help!

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Shopify Staff
Shopify Staff
796 41 122

Great, let me know how you get on!

Ava
Social Care | help.shopify.com

Ava | Social Care @ Shopify
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 - Was your question answered? Mark it as an Accepted Solution
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New Member
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I used my PayPal that linked to my debit card but still unable to pay

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Shopify Staff
Shopify Staff
796 41 122

I'm sorry to hear that, @PaulJoompon!

You should still be able to pay via PayPal if you have a debit card connected; debit cards, credit cards or bank accounts linked with PayPal should be enough to let the charge through! If problems pop up while paying via your PayPal account, it may be an issue on PayPal's end. I can break the process down a little for some clarity.

  1. We attempt to collect funds for subscription fees by sending a message to PayPal.
  2. PayPal receives the message and puts the charge through to the card/bank account in question.
  3. If that charge is successful, the funds are sent from PayPal to Shopify and the subscription fees are marked as paid.
  4. If the charge is unsuccessful, PayPal will send an error message back to our servers to let us know the payment was not accepted.

Unfortunately, there can be many reasons why a charge is not accepted by PayPal, so the error messages we receive back do not have a reason for the decline. It is best to reach out to PayPal's support team directly so they can review your account to specify why the charge was declined and how to resolve this.

 

I'm sure they will get to the bottom of this for you! 

Ava
Social Care | help.shopify.com

Ava | Social Care @ Shopify
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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