Hi, @anssiis. Welcome to the Community. Thanks for reaching out!
Just to clarify so that I fully understand what you are asking, it sounds like you chose the triennial plan while you were on the 14-day free trial. But when the trial ended, your payment for the triennial plan didn’t go through, and so your store became frozen. Now you are wondering if it’s possible to switch from a triennial plan to a monthly plan instead, so that you are able to reactivate your account. Is that correct?
This is an accepted solution.
Great, thanks for confirming. Yes, we can help you with this! In order to do so, we’ll need to access your account. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit our contact page, and log in to your account to create a support request.
However, in order to save some time and help the Support Advisor you speak with to pick up from where you and I have left off, I am going to provide you with a summary of the issue as I understand it. You can share this summary at the beginning of your conversation with the agent to bring you both up to speed and help to get your answers as quickly as possible:
“My trial has expired. I chose the triennial plan, however payment for it failed when my trial ended so
my store is now frozen. I would like to downgrade my plan from triennial to monthly, so that I can reactivate
Since this is the next step, I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!
@Helen Hello Good Afternoon I was wondering after my 14-day trial was over and I was trying to re-open my store to choose another plan but when I went to my store it had said resume plan but when I went to resume plan it said to contact support so what does that mean but when I had talked to support they had told me to talk to the bank about the payment. Thank you if you could help me.
Good afternoon, @Chocolate12. Thanks for reaching out about this; I’m happy to help!
It sounds to me like the payment required to reactivate your store, was unable to be collected. Which method of payment were you wanting to use? If it’s a credit card, then please follow the advice of the Support Advisor you spoke with, and contact your bank to check that your card fits these requirements:
Once the card you are trying to add as a payment method fits these criteria, you should be able to reactivate your store. However, if you continue to have issues and the bank has confirmed all requirements are fulfilled then I recommend trying another card or payment method. All accepted forms of payment are found in this Help Doc.
Let me know if this helps!