Hello,
i notice that my shop was frozen & i fixed the outstanding bill already.
However since the system want me to choose the plan again & it was happen « contact support »
pls let me know the next step to reopen my store
Topic summary
Multiple merchants report their Shopify stores remain frozen after paying outstanding invoices; attempts to pick a plan prompt a “contact support” error. A frozen store means it’s temporarily disabled due to unpaid bills; reactivation requires a successful charge and plan selection.
Staff actions: Support requests verification via an email titled “Shopify Forum Support” before reviewing accounts. Later, an official solution is marked: use the Help Center to create a live chat, email, or callback ticket; social channels (Twitter/Facebook) are alternatives when login selection blocks contacting support.
Troubleshooting guidance provided:
- Ensure sufficient funds, including any currency conversion fees, or try a different card. If using PayPal, contact PayPal about declines.
- If the bank shows a charge that’s later reversed, it may be an authorization hold that drops in 2–5 business days.
- If payment is confirmed but reactivation still fails, support must check the error codes.
Outcomes: At least one user’s case was resolved; many others await resolution. The discussion remains open, with the official next step being to open a support ticket for account-specific help.
1 Like
Hey, @Nestorhk .
It sounds like you’ve done everything right so far, so it is a bit strange that your account is still frozen. I’ll want to verify the store so I can take a look at the issue. I have sent you an email titled “Shopify Forum Support” to verify your store. If you can reply to that email with the requested information then I can help get this reviewed.
Hi Peter,
my shop : speciales-1865-hk-official.myshopify.com
I will need you to reply to my email titled “Shopify Forum Support” in order to verify the store. Once you have replied to the email, I can begin to review the issue.
Dear Peter,
Please help to verify my store to see whats happen.
my shop : speciales-1865-hk-official.myshopify.com
Hi @Trevor
I was sent you my reply email. please let me know if you were received
Hello,
I have the same problem. I pay the outstanding bill and the store doesn’t open.
Any help please?
Thanks!
1 Like
Hi have a similar problem on my store- how can I get help?
My store has been frozen for days and There is no way for me to enable it. I cannot even pay for it and no one is getting back to me. Please help!
@Phoenixx @TheRealQhawe @Anny1
I have shipped each of you an email to have this reviewed.
1 Like
I’ve paid my bill and my store is still frozen
If the account is still frozen the system was unable to successfully charge the pending invoice on your account and will require trying again. You will want to ensure you have the funds available to cover the pending amount; which includes any currency conversion fees if your payment type is not in USD currency. If you have confirmed that the funds are available, and you’re still having issues paying the invoice then let me know!
Hi @Trevor I am having the same issue and have been trying to contact you all but then it doesn’t let me click on my store since it’s frozen. I’m really needing to enter my store to be able to keep fulfilling orders. Please help me.
I have shipped you an email to verify the store so I can look into the issue.
Do you know how long it’ll take to get my issue resolved? I would really like for it to be soon.
hi, @Trevor My store is https://madmakoda.myshopify.com . The store was frozen. I paid all outstanding bills but unable to continue using the existing plan or picking a plan. I paid outstanding bills but new bill is not been paid. Everything is same, my card paypal and time but not able to pay. It says payment cannot be processed and contact support . Please help it is urgent
If you’re paying through Paypal, but getting an error, then you will want to reach out to Paypal support as they’ll be able to help diagnose why the charge is being declined. If you’re unable to pay with Paypal, then you can also try using a credit card to pay for the outstanding balance.
Hello im having a similar issue . My store wont reopen and i have no existing bills. When I try to resume my plan it wont work reopen my store I have a paid domain shopjaxb.com or jaxb.myshopify.com Can you please help me out i m trying to have my store open for black friday .
If the store is frozen, then you would have an outstanding bill to pay. If you’re unable to complete the payment, that would mean the card is being rejected by your bank. The most common error is because the card does not have sufficient funds available to cover the cost of the invoice. If that is the case for your account, then you’ll need to ensure you have the correct amount (+ currency conversion if applicable) to pay for the outstanding balance. If you have confirmed that you have the funds available, and you’re still unable to reactivate the store, then you’ll want to call your bank to determine why they are declining the charge, or try a different credit card. If you have the funds, and the bank is unable to provide information on why the card is declining then let me know as I can verify your store via email so I can look into the error code the bank is sending back to us to help get this resolved.
The charge went threw it came out of my account and when I come to Shopify
it says I have no balance and to select how I want to re open my store the
balance has been paid and it’s reflecting on Shopify that it was paid I’ve
paid it twice before this was time was no different. Please help me get my
store up and running I did everything right and I see multiple people
having this issue and no one is being able to chat with a live rep .
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