Urgent Assistance Needed: Store Frozen for 4 Days Due to Payment Verification Issue

[moonisali]

Ticket Number: 49090884

Hello,

I am writing to express my frustration and seek urgent assistance regarding a critical issue that has left my Shopify store frozen for the past four days. Despite multiple attempts to resolve this with your support team, the issue persists, significantly impacting my business operations.

Issue Description: My store has been frozen, and I am unable to proceed with payment verification. Previously, when I clicked on "Verify and Pay," it redirected me to my bank's verification page where I had to enter a 6-digit One-Time Password (OTP). However, this page no longer opens, preventing me from completing the verification process.

Identified Problem: It appears there is a malfunction in the integration between Shopify and Stripe, specifically with the hook that triggers the redirection to my bank’s verification page. This issue seems to be on Shopify's backend, and despite providing this information to your support team, the problem remains unresolved.

Impact on Business: This ongoing issue has caused significant disruptions to my business, leading to lost sales and customer dissatisfaction. The inability to access and manage my store is unacceptable, and I urgently need this matter resolved.

Request for Immediate Action: I kindly request your immediate attention to this matter and a prompt resolution. Please escalate this issue to the highest priority and involve technical experts who can address the backend integration problem. Additionally, I would appreciate regular updates on the progress of this ticket.

I have been patient and cooperative, but the prolonged downtime is severely affecting my business. I trust that Shopify values its merchants and will take the necessary steps to rectify this situation without further delay.

Thank you for your prompt attention to this urgent matter.

Sincerely,

Moonis Ali