All things Shopify and commerce
Hi everyone,
I contact you because I need help. I do not know what to do in my situation.
I recently launched a new shop. It all went well and we made $2000 the first week.
Everything was perfect ! (I sell softwares costing around $250 per client)
Then I received an email telling me that my commissions were not paid for Shopify.
The previous card worked well to pay Shopify plan and I did not understand why, but I just wanted to keep my activity on track so I decided to change my credit card.
And then, before I could finalize it : my website was blocked !
I cannot connect to it anymore on my admin page.
I literally have no more website (and Shopify does not answer me)
The thing is :
- my business is 100% a legal and clean activity
- I declare everything and pay all my taxes in France where I live
- I never got problems to pay Shopify monthly bills with my credit card
- I even passed Klarna process to get 3 times payment (where you need to justify everything)
I am just stuck and powerless : what can I do to unlock my situation ?
My website is considered not available anymore and I just received an automatic message from Shopify telling that they do not provide explanations.
The most funny thing is, I have 2.7k followers and I always promoted Shopify as a great service on my Kenny Dunand channel : I REALLY have no reason to steal or have a dirty business on the platform...
Please, someone know what to do ?
- I just want to unlock the site and pay my commissions with a new card.
- my business just started and it feels like killing it for no reason...
Thank you in advance for your answers, I need help.
Kenny
Hi, @Vaenas.
Thanks for posting to the forums despite this stressful situation.
Due to our strict authentication policy, I don't have access to your account, nor can I gain access, however I can provide some general support.
This situation definitely could be tied to your credit card as the store was deactivated once you changed your card. This can happen for a variety of reasons and comes directly from our banking partners. Unfortunately, to ensure the safety of our screening process, we can't divulge the specifics that can cause your card to be flagged.
That all being said, our escalated team should be able to assist here by taking a further dive into your account to determine if this was by error. Please visit our Help Center and log in to your account to create a support request through live chat, email, or callback. If you can't log in to an account please select 'Continue without logging in.' Next, type your request in 'Ask about a topic', scroll down to 'Get Support', and then click 'Continue.'
Best of luck!
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