This know Shopify issue has been persistent and my store has been down for 4 days as a result after attempting to pay the overdue bill.
The link to the thread already discussing this exact issue is:
https://community.shopify.com/c/shopify-discussions/verification-issue-shopify-billing-store-frozen-...
I have attempted to pay my bill using visa, Mastercard and PayPal all with no success. The verification doesn’t reach either bank and I have called both and confirmed this. No payment attempts are visible and the transactions are not being declined (ie insufficient balance ect)
what’s worse is that the community post regarding this issue confirms that it’s a known issue and that Shopify staff have authorisation to unfreeze merchant stores affected by this know issue, and instructs us to contact support and link the thread in the chat and request the store be unfrozen whilst they work to rectify the billing issues:
https://community.shopify.com/c/shopify-discussions/verification-issue-shopify-billing-store-frozen-...
However, I have been back and forth with the Shopify support staff who routinely outright refuse or claim they can’t unfreeze the store due to the outstanding bill. I explain I can’t pay the bill as Shopify is not working and that this a known issue and send the link to the thread and screenshots of it. I also explained that Shopify staff answer on the community thread says to contact them to get the store unfrozen and that I wouldn’t need to ask support to unfreeze the store if there were no internal Shopify issues with taking my repeated attempts of payment of the bill. They ignore it and one even stated the can’t confirm the staff answer on the thread marked as ‘solution’ is written by an actually Shopify employee!!!! (insane right).
Can someone from Shopify clarify if the support staff on the chat system are being honest or deliberately unhelpful because they are saying something completely different to what the solution to this thread is saying :
https://community.shopify.com/c/shopify-discussions/verification-issue-shopify-billing-store-frozen-...
If this thread is wrong then it needs to be deleted and removed because its misleading and causing problems
