How can I pay my outstanding bill and reinstate my frozen ecommerce site?

Shopify Discussion
1

I find no plausible way of paying my outstanding bill and reinstating my frozen account. When I log in all I get is a closed loop that provides no solutions only more of the same.

I need assistance in order to get this rolling, but I find nothing but closed doors can someone please help me pay my outstanding balance and get this situation sorted ?

2

Hey, @Oscar1707 ! Welcome to Shopify Community!

When you log in to your frozen store, you should be able to see the following options:

To settle the outstanding bill and pick up where you left off, you can select the first option, which is to re-open your store. After doing so, you will be prompted to pay the invoice. Please note that if you reactivate your store more than 30 days after your outstanding bill was issued, you will also need to pick a plan and pay for the upcoming subscription cycle. Once the outstanding invoices are settled, you will then be able to access your admin.

If you don’t see the options above, a local issue may be preventing you from seeing them. Local issues are triggered by something on your device or your surrounding circumstances and they can be fixed by local troubleshooting. Feel free to go through the troubleshooting steps below, then try to login after each step to see if you’re able to pay for your bill.

  • Clear the cookies and cache of your browser. After this, completely reboot the browser.
  • Try a different web browser, as well as an incognito window or private browsing window to rule out any browser issues. When using incognito, if you are still experiencing the error, confirm you have disabled browser extensions as these can change how the pages look.
  • Ensure the web browser is up to date on the latest version.
  • Try another device, such as another computer or mobile phone.
  • Try another internet connection (switching to a cellular network on a phone rather than wifi, for example).
  • Ensure you do not have any firewalls or pop up blockers enabled on your device as these can interfere.

If none of the troubleshooting steps solve the concern, we’ll need to access your account in order to investigate this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.