My store is unavailable after changing credit card

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New Member
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Hi there

My store has been made unavailable after I edited my credit card. There is no explanation for this, though a short look through these help topics shows this is a common occurrence requiring the intervention of your support team. I have raised a ticket as follows:

17946260

Can you please escalate this ticket as I have limited windows in which to work on this. A delay of several days for something that I'm sure is very trivial would be very frustrating, especially after you had no problem taking payment from me already for a domain. I am ready to assist with any queries or issues you have over my account.

Regards,

Avantist

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Shopify Staff
Shopify Staff
273 23 39

Hey, @Avantist!

 

Ash here from the Shopify team. Welcome to the Shopify Community!

 

I'm sorry to hear of the issue you're having logging into your account. The fact that this occurred after entering billing information suggests there may have been an issue with the shops billing, but without taking a closer look it's impossible to know exactly what's going on. Thank you for submitting a support ticket, and letting me know the ticket number here. Since we will need to look into your account closer to determine what's going on, communicating through an authenticated email address will be the most efficient way to get this matter further investigated. 

 

I won't be able to share any information about the investigation here, but I will add a note to your open ticket and assign it to our appropriate team for review. As soon as our team has reviewed your shop and determined what's going on, we'll follow up with you via email with an update.

I hope to see this all sorted out shortly! 

Ash | Social Care @ Shopify 
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New Member
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Hi Ash E,
  It has been 72 hours but I have yet to hear anything back from Shopify regarding my account being disabled? Could you possibly expedite the process?
This is really urgent as I have already prepared an ad campaign to run for Father’s Day but because my Shopify store got deactivated over the changing of credit card details it really frustrates me.
 
Hopefully you can get back to me as soon as possible. Thanks in advance!
 
Kindest regards,
Avantist
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Shopify Staff
Shopify Staff
273 23 39

Hi, @Avantist!

Ash here again.


Our return time for escalated tickets has been slightly longer lately due to the increase in support volume we've been experiencing. I assure you however that your ticket is assigned to the appropriate team to complete a review and provide some further details. While I can't make any guarantees regarding a timeframe on a response, I've added a note to your ticket to express the urgency in this matter, and our escalated team will be able to see this. 

 

I'm hoping to see a resolution shortly for you, and as soon as our team has an update, you will receive that via email. 

Ash | 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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New Member
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Hi,

  I just hope that Shopify can be honest with the time frame they require to review...I have been planning this Father's Day Ad campaign for a month or so already but because my store has been disabled due to a change in payment method, my entire team effort just went down the drain literally..............

Surely for an e-commerce platform that is so recognised, you would understand how fast-paced this e-commerce space is, every single minute counts, and every day my account is disabled means losing out on several potential offers.....

I sincerely hope for a fast resolution and an accurate estimatetion of the time frame.

To not be able to provide with an accurate estimation of the time frame, it is really hard for merchants like myself to place their faith in your e-commerce platform. I seek your kind understanding on the above matter...........

Hopefully the back-and-forth communication will not run into weeks or months......

Cordially,

Andrew

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New Member
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Hi,

   It has been a week...way over the 48-72hours time frame you mention.

Can I check on the progress of my review? Please get back to me as soon as possible.....

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New Member
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Hi Ash,

  Will I be hearing back from Shopify Risk Team soon? 
  It has been more than a week, despite several pleas to expedite the process. 

My ticket number is 17946260.

 

Please get back to me soon!

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Shopify Staff
Shopify Staff
273 23 39

Hey, @Avantist!

 

Looking into the ticket, it appears that a reply was sent out to you yesterday. You should be able to see that in your email inbox at this time. As I mentioned in a previous reply, I'm unable to discuss the contents of that email here, so I encourage you to reply back directly to that email with any further questions you may have. Best regards!

Ash | 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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