Hi, my account has been frozen due to lack of paymnts. I tried with different credit cards and fiferent banks and did not work. I am trying to change my fiscal address but now I cannot log in into my account. I have tried to solve this problem with the chatbot but nobody helped me. please I need to reactive my account asap. Tks.
Topic summary
A Shopify store owner’s account has been frozen due to non-payment. Multiple payment attempts using different credit cards and banks have failed, and they’re now unable to log in or update their fiscal address.
Resolution Path:
- Only Shopify’s internal Account & Billing Support team can resolve frozen account issues
- Access support without logging in via the Help Center by selecting “Continue without logging in”
- Navigate to: Account → Account Access → Can’t log in / Frozen account
- Provide store URL and describe the issue (never share passwords or card details)
Key Points:
- Type “talk to support” in the chatbot to reach a live advisor
- Response time typically 24–48 hours
- Store data remains safe during the freeze
- Store automatically reactivates once billing is resolved
- Payment failures may be due to international transaction blocks or billing address mismatches
- Use Visa/Mastercard that supports international charges with matching billing address
Current Status: Issue remains unresolved and requires direct Shopify Support intervention. The store will stay offline until payment is processed successfully.
Hi there 
Sorry to hear you’re dealing with this — I’ve seen a few merchants run into similar payment issues before. The best thing to do is reach out directly to Shopify Support through the official contact page (https://help.shopify.com/) and choose “Account → Login and billing issues”.
They can securely verify your identity and help unfreeze your account or update your fiscal address. The Community team here can’t access account details for security reasons, so contacting support directly is usually the fastest fix.
Hope this gets resolved quickly for you!
Hi, that is not a solution. I started raising my hand with this problem one month ago and solution has not arrived yet. i need your help to solve my problem and reactivate my account.
Like it or not, that is the solution. No one here has access to your account. Stopify Staff used to be involved in this forum, but they’re long gone for a couple years.
I have no Access to my Account. So, How can I possible solve It?
El El lun, 27 oct 2025 a la(s) 4:40 p. m., Howie10 via Shopify Community <notifications@community.shopify.com> escribió:
this is not serious. I need to have a solution.