I have been contacting shopify support due to an error on my billing page that directs me there. The issue is I changed my business status to registered once it was registered in my state but I didn’t realize I had to have the EIN. So I went to change it back and I received the message that I had to contact support. I have reached out to support four times in the last 14 days but nothing is being done. I have applied for the EIN but haven’t received it back from IRS yet. I think Shopify doesn’t want my store on their platform but want me to leave on my own instead of shutting down my store on the backend. Very disappointed. I am trying to find their social media site to see if anyone else has had this experience with Shopify.
AI-generated summary
A Shopify merchant is locked out of the billing page after changing their business status to registered before receiving an EIN. They tried to reverse the change but were directed to contact support; after four attempts over 14 days, the restriction remains, the store cannot accept purchases, and charges continue. The merchant suspects Shopify is leaving them in a support loop and is considering opening a new store.
Responses explain that business-information changes may trigger an automatic billing restriction while compliance verification is pending, and that response times can be delayed. The merchant was advised to keep registration or EIN application documents available. A further suggestion was to request a specific remedy—either removing the restriction or updating the status directly—and to obtain a case number and request escalation, emphasizing that the store is unable to process orders while still being billed. The issue has not been resolved, and no timeline or confirmation from Shopify is reported.
Hi @T_L_Turner
You can contact Shopify Support directly through the Help Center. Start a chat there and explain your issue. After a few messages, a Shopify Support representative should connect with you and can review your account and help with the issue.
Best regards,
Devcoder 
Hi @T_L_Turner,
Shopify isn’t attempting to drive you out, so don’t worry. When business information is updated, the system automatically freezes the billing page until the verification procedure is finished. Response times are frequently delayed since these compliance inspections are managed by a professional team.
Simply keep your application receipts or business registration information close to hand. Sharing those proper documents will enable support to immediately resolve the billing mistake after they have responded to your case.
Thanks!
The issue is I have contacted them several times and nothing happens. Why is the site directing me to contact support and support cannot do anything. That is purposely driving me in a loop. Shopify is large and established and this is disappointing to know they cannot solve their own system redirect. I can set up a new store and resolve this sooner. I am glad to discover their limitations early on. It’s easy to recommend being patient but I now have a site that cannot accept a purchase. Do you know what that is called? A waste of my time, effort and funds because I am still charged for an inoperable site!
You are right that being stuck in a loop (where the system directs you to support but support cannot unblock it) creates a real problem, especially with charges continuing on a non-functional store. That should not take weeks to resolve.
For your next contact with support: be explicit about the resolution you need (either remove the business status restriction so you can update it yourself, or update it for you directly). Then ask for a case reference number if you do not have one. When support responds, use that case number in your follow-up message and explicitly request escalation (mention that the store cannot process orders and is still being charged).
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