My shopify store is frozen, when I try to access the bill to pay it, it takes me to a page that cannot be loaded, when I try to edit the card it takes me to a page that cannot be loaded, when I try to contact shopify help by chat, it asks me to select an inactive store and then I can’t get support either. I have emailed a ticket, however if there is anyone here that knows how I can pay and reactivate my store that would be great thanks, also of note I bought my site through a web agency so the card was theirs I guess, so I want to get it onto my card so I pay.
For the live chat feature, could you try clicking ‘log in as guest’ when you are accessing the chat? This should hopefully bypass the login area so you can begin the live chat. You should get a response soon via email if you have already contacted the team, though the live chat feature has our fastest response times, so I can understand here why you would want to start a chat rather than wait for the email response! If you weren’t sure how to navigate our help centre, I’ve made a quick video here to show you how.
In this scenario, it sounds like our Accounts team will need to review your store so they can remove the previous credit card on file so that you are free to add your own card. After that, you can reactivate the store by paying the outstanding fees from your own card!
Let me know if you are able to start that support chat and we can take things from there.
Thanks Ava, the guest didn’t work but doing it in an incognito mode did, so
I got to the chat and they were super helpful and it all got sorted thank
you for your reply
Oh, that is great news! Thanks so much for letting me know, I’m happy to hear this has been resolved for you now. Let me know if you have any more questions or if any other issues pop up, I’m happy to help!
