What to do when re-entering payment details makes your store inactive?

[luxdepristine]

Hello, 

My ticket number is 31447819. My shopify payment was declined and re-payment was scheduled for July 8th. I saw there was a mistake so I re-entered the same card details so Shopify can take that the month before the 8th July. This submission to me to this error page

" We'll Be Right Back!

What can I do?

If you're a visitor to this store

Please try again later.

If you're the owner of this store

Please contact support to resolve the issue.

I sent an email to the support team but no response. 

Upon changing the payment method, my store got inactive and I can't access it or do anything aside from waiting for Shopify team to respond. My website was almost ready and I was about to start advertising on multiple platforms, I don't understand why a simple thing like re-entering my payment method could result in my store being inactive for no reason.

Please let me know what I can do ASAP to resolve this. Am ready to enter entirely new payment method if that can resolve this "store inactive" error. 
I am looking for an immediate resolution of this issue right away. 

This is my website: www.luxdepristine.com

[Orisirisibiz]

Maybe send them a tweet on twitter too if you can't see the chat button to chat with them

[luxdepristine]

Does it means they DO NOT Respond to question on this forum? Why creating it if it will be domicile? 

Thank You.  I will try that.

[luxdepristine]

Okay. Thank You.

Let me know what to provide for the authentication. 

What is the estimated time to resolution? 

[Nia]

Hi, @luxdepristine ,

Have you been able to get in touch with our Shopify Support team via chat or callbacks? They will be able to get eyes on your ticket and provide you with an update as we're unable to complete authentication via our community forums or social media platforms.

In cases where you're unable to access your store, this can only be resolved through our support team accessing the back-end to check for any issues they are able to advise you about! Or it may be a case of having repayment for the overdue bill manually activated on our end.

Let me know if you have had any issues trying to access chat or callbacks!

[luxdepristine]

@Nia I did the live chat and the rep told me is a credit card issues so she forwarding to the business team who will contact me with 24-78 hours. 

Am marvelled at how a credit card issue will respond in "Store Inactive"

Thank You Nia 

[Orisirisibiz]

Hello Nia, 

I am still building my store and need help with changing name for document verification. I don't know how my store name is showing as my first name and last name. I GOT 3 TICKETS NUMBERS VIA EMAIL and I am still waiting for someone to contact me. Does it take days to get response 

?  31440744 is the ticket number. Is it meant to be reference number?

Also I need to make my store visible but I need to remove all those mission secion and info at the bottom of the page. I need help anyone please

[Ollie]

Hey @Orisirisibiz.

Thanks for reaching out.

In order for us to take a further look into the ticket number that you have specified, we will need to verify you as the store owner. Since I cannot authenticate you for the store in question over the Community forums due to the sensitive information that would need to be shared, I am unable to look into the specifics. In this case, it would be best to reach out to our support by logging into your online store using our Contact Us page.

Once you successfully login or select the option to Continue without logging in - you will be directed to the Help Center. Select the topic that you would like assistance with to locate the options to Get Support and speak directly with a Support Advisor about the situation.

Let me know if you have any questions.

[3theral]

I'm having the same issue, mine was shutdown right after I purchased the $1 plan. Were you able to get yours back up and running? I tried reaching out to support, but haven't heard back yet.