How can i get my issue fixed when it has already been escalated

Shopify Discussion
, ,
1

I have an issue where my account was frozen, as i put my store on pause for a break, and then tried to reactivate it by paying the invoice, but have been told by customer service that it is connected to another store. Customer service escalated this to the Operations team and now to the Accounts team.

I’ve been waiting for nearly 2 weeks to get this actioned and still get told “the team will be attending this escalation as soon as possible. Though I cannot give you exact timeframe yet, but don’t worry you are in Good hands! We’ll be in touch very soon, thank you again for your patience.”

Does anyone have advice as to how what i else i can do (apart from contact the CEO), or is 2 weeks a standard response time?

2

Hi @Davidh44 !

Since this is an account issue, I know it is not ideal though, the best course of action in solving your issue is to keep an open communication with Shopify support team as they can monitor your account and tickets and can follow-up if necessary.

3

Thanks Roan.

I am in daily contact with the support team, but they can’t do anything but advise me to keep a look out for the email from the Accounts team who have been asked to fix the issue. It is now 16 days after my initial contact and still waiting for a follow up - it’s exhausting!!