Request to Restore My Frozen Shopify Account

Shopify Discussion
1

Dear Shopify Support Team,

I am reaching out as a D2C business owner experiencing a critical issue with my Shopify account. My store has been frozen for over 12 hours due to payment processing issues, which has directly impacted our ability to operate. I have contacted support multiple times, but unfortunately, the issue remains unresolved.

My Store name is PrintMine.in

Here’s a summary of the interactions with your support team so far:

  1. The first support representative informed me it could take 24 to 48 hours but couldn’t assist further.
  2. A helpful team member, Nicole, reset my billing page, allowing me to access the “Pay Overdue” button. However, the payment option still does not work and shows a red alert, which I have attached as a screenshot and video for clarity.
  3. The last representative assured me that the billing team would reach out via email, but I am uncertain when this will happen.

As a loyal Shopify customer with regular monthly billing of approximately 42,000 INR, I deeply value the platform. However, my current inability to access pending orders is concerning, as I am unable to process them, which could affect our customer trust and brand reputation.

I tried making the payment, but due to a technical error, it’s not going through the payment gateway, nor am I receiving any payment request; it’s only showing red alerts with messages like “Failed to Pay Invoices” and “Payment approval required for one of your outstanding bills.”

I kindly request your urgent assistance in restoring my account to resume operations and settle any overdue payments. The D2C business model depends heavily on an active online presence, and any delay directly impacts our business and customer relationships.

Thank you for understanding the importance of this request. Your help in reviving our store would mean a lot to our team and our customers.

1 Like
2

Hello there,

Thank you for reaching out and sharing your experience. I can imagine how stressful it must be to have your store frozen, especially when it’s impacting your orders and customer trust. It sounds like you’ve been really proactive in trying to resolve the issue and have even worked with multiple support representatives to no avail.

I recommend continuing to follow up with Shopify support to ensure that your case receives the attention it needs from their billing team. It might also help to directly request escalation to a manager or a specialist in billing issues, as sometimes higher-level support can provide additional insight or faster resolutions for urgent cases like yours.

In the meantime, keep any documentation of your interactions with Shopify support, including screenshots and email threads. This can be helpful if you need to provide additional context or escalate the issue further.

Hang in there, and I hope Shopify resolves this for you soon so you can get back to serving your customers without disruption.