Why is my online store account frozen after payment method update?

belle15
New Member
4 0 0

Hello everyone

if anyone could help please

So my store has been frozen. I have been trying to update my payment method on it forever and nobody can help. Every time i input the card it says we could not verify your payment, so it is declined. It is the same account where im receiving my payout from shopify even though the store is closed for now. And customer support won’t help in updating the payment method on their end. So im not sure what to do to have my shop back open. 

Replies 7 (7)
belle15
New Member
4 0 0

Hello,

The card on file is not valid. That’s why im trying to replace it with my business card instead which is a Chase Visa card. It is the same card I use for my Shopify payout. And it is not working. I contacted the bank and everything is okay on their end. 

Ivy
Shopify Staff
1033 82 132

Hi there, @belle15.

I am sorry to hear you are experiencing this issue. You mentioned that customer support will not help - can you clarify for me exactly what they advised you to do? Is the Chase Visa Card a Credit card or debit card? 

Thanks for any additional context! 

Ivy | Social Care @ Shopify


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belle15
New Member
4 0 0
They advised me to contact the bank. The account is a chase visa debit card. But It’s the business card.
belle15
New Member
4 0 0

Any response?

Ivy
Shopify Staff
1033 82 132

Hi again, @belle15.

You can pay for your Shopify bills (one-time or recurring) using a valid credit card from Mastercard, Visa, or American Express. Your credit card needs to allow for recurring payments. Alternatively, you can use a debit card that is co‑branded with Mastercard, Visa, or American Express. If you use a co‑branded debit card to pay your Shopify bills, then it must meet the following requirements:

 

  • The card must have international capabilities.
  • The card must be set up to accept recurring transactions.

If your co‑branded debit card doesn't have these capabilities or if you're not sure, then you must contact the financial institution that issued the card for assistance. Did you clarify with your bank that your card 100% meets these requirements? It could be that this card does not meet the requirements and so using a card that 100% does would be the best way forward here. 

Ivy | Social Care @ Shopify


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AngelVapes
Visitor
1 0 0

I am having the same issue. My Bank says everything is fine from their side, and i should contact Shopify. Kindly ask someone to communicate with me on WhatsApp +92321-2203316

Ivy
Shopify Staff
1033 82 132

Hi there, @AngelVapes.

It is not possible for Support to reach out you via Whatsapp like this - you will need to reach out to live support, as this is the only secure way we can access your account. Our live support can be reached here. Please follow the prompts given by the virtual Help Center assistant in order to access our live chat support. Thank you. 

Ivy | Social Care @ Shopify


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