No customer support for frozen account as transaction is in process since 28 hours

[Abhi1007]

Hi Everyone , 

I am reaching out to you for an urgent support request for my store.

We are customers for 5 years with no issues and we have built our business on shopify. Since last 28 hours my store is frozen and it seems this is cards related issue. Shopify support says they cannot give me an alternate payment option till the "under processing" transaction either passes or fails.
My credit card bank HDFC says they could not see any "under processing" transactions at their end.
The result of all this is my store is locked, my domain is down and we are losing business since more than 24 hours now. My website receives ~180k users per month. This impacts my business and SEO and is a real impact on us.
We are ready to pay through any other alternative method immediately or kindly extend my store for 2-3 days till this transaction issue is resolved.

Pls help us as I am reaching out to you as the chat support is leading us to no solution.

[rankish3 · Accepted solution]

Facing same issue here. I have already made a payment via my axis credit card and yet the store is not unfreezing. Contacted the support team. They updated the from 23rd april 24 new rules has been implemented. Unless you credit card payment is actually cleared in there system. Store will not unfreeze. As it takes 24-48 hours to reflected the payment into there system. And they say these are the guidelines from Indian Banks. They can't do anything.

It frustating actually. potential a loss of 1-2 days. Below is the screenshot of my store issue

[Shay]

I wanted to confirm the information that @rankish3 shared here. Until your billing payment has been fully processed and approved the store will remain in a frozen state. Generally this will take 1-3 business days, but there is no set timeline for this as it is dependent on how fast the bank processes the payment. 

[Robodo]

I hope you do understand that this issue is recurrent with many of your customers, and maybe having a temporary unfreeze on the account would help them. I personally am facing this same problem right now. 
Understand its a customer level genuine issue and having a solution towards it will help. 

[urbanmali]

Hi, was your issue resolved? I am having the same issue. Axis bank doesn't have any pre-debit notification pending but one of the invoices is in processing. Its been more than 48 hrs and Shopify billing team is taking forever to get back to me. Any suggestions?