Store Frozen – No Payment Request Triggered – No Resolution Yet

Payments + Shipping & Fulfilment
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1

Hi Shopify team,

My store has been frozen due to a billing issue. I reached out to support several days ago and was told the situation was being looked into.

Since then:

  • I haven’t received any new payment request

  • The store is still frozen

  • There’s been no update from the team

This is affecting an active project, and I need urgent help to move this forward.

Is it possible for someone from the billing or technical team to help manually trigger the payment?

Thanks in advance!

2

Thanks for the quick response — really appreciate the support.

  1. The issue is related to a failed billing attempt. My store was frozen after a charge of ₹33,206.55 couldn’t be processed, and despite multiple follow-ups, no valid payment request has been triggered, so I’m unable to make the payment.

  2. My support reference is Ticket #56427755. I’ve been in touch with two Shopify advisors — Allen and Sheena. The last payment authorization I received was on April 3rd for ₹10, along with a limit approval of ₹5,000. Nothing has come through since then for the current due amount, and I no longer have access to the screen where I could update or retry the payment method.

Would be grateful if this could be escalated to trigger a fresh payment request manually. This is time-sensitive, as I need to get the store live for a client urgently.

Thanks again for your help!