Hi,
My store has been frozen for more then 48 hours now
Apparently, a bill from july 2024 is stuck in processing.
Support has been passing the parcel with the billing team who have ghosted me completely after the standard template response. I have already contacted my bank as well, however, they do not have any such payment pending. I am unable to even find the mandate for the auto pay, and neither is there any transaction id of the failed transactions. I don’t know how to proceed further.
My store was frozen last month as well, this transaction did not show up then. I have requested for a fresh bill to be generated, however, I have been told that is not possible. I have suggested that the payment stuck in processing be left as is and a secondary bill be generated, that has also been denied. Essentially, no resolution is being provided and my site is stuck in limbo. I need help urgently.