Hi, @Francine_amk. I’m here to help!
Stores that have become frozen due to non-payment, will become accessible again immediately upon payment of the outstanding invoice(s).
I’m happy to take a closer look at your account to determine why you are not able to use yours, even after paying your bill. Please keep an eye out for an email that I am sending you to proceed with it.
i am having the same issue. Paid my outstanding balance. Can’t seem to reopen my frozen account. It tells me to open a new store with my email. I NEED to get back into my store to keep fulfilling orders. I haven’t had much luck trying to get in contact with your support team. Please help.
Hi, @Genn. I totally understand your urgency. If the outstanding balance was paid, then you definitely should be able to login and resume business. How frustrating! Therefore, it sounds like something else is at play here.
I am going to send you an email so that I can authenticate your account and look into what’s happening. In the meantime, would you please clear the cache on your browser, as well as ensure the store information you are using to login with is correct. You can recover it by entering your email address in the ‘Forgot store’ form, which will email you your store information.
Let me know if any of the above troubleshooting steps help. If not, just reply to my email, and I’ll proceed with investigating this further for you.