Store frozen - payment still shows processing

Payments + Shipping & Fulfilment

Topic summary

A merchant attempted to pay their Shopify subscription via credit card but declined the transaction through their bank to switch to UPI payment instead. The payment status remains stuck as “processing” rather than showing as failed, preventing them from reattempting payment with UPI.

Current situation:

  • Store has been frozen for 8+ days with no resolution
  • Shopify support has not provided a solution despite contact
  • Razorpay (payment processor) confirmed the issue is on Shopify’s end and requires Shopify to reset the payment link

Impact:

  • Website remains down, causing significant business losses
  • Multiple other merchants report identical issues, with one experiencing the problem for 10+ days without response from Shopify billing
  • At least one affected merchant is being forced to set up an alternative website

Status: Unresolved and ongoing, with affected users seeking help from the community.

Summarized with AI on October 28. AI used: claude-sonnet-4-5-20250929.
1

I had initiated the Shopify subscription payment by credit card but i changed my mind and wanted to pay by UPI. So I declined the payment from merchant standing instructions of i bank since I wanted to pay by UPI. But when I returned to Shopify dashboard to reattempt the payment by UPI the status was still processing whereas the status should have been failed since I had declined the payment.

It is 8 days now my store is still frozen and i did not get any solution for Shopify support till date. I did contact Razor pay and they replied that this is not an issue form their side. It needs to be resolved from Shopify’s end. They say that the payment is stuck at Shopify’s end and Shopify needs to reset the payment link. But still the issue isn’t resolved. Please help. Its very very urgent. My website is down since 8 days now and I am suffering a huge loss.

1 Like
2

We are having the same issue. Its been more than 10 days for us and Shopify billing hasn’t bothered to response. I am forced to setup another website.

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3

did you get any help on this? Same thing is happening to me, store is down since 3 days?

4

Did you get any help on this? Im in the same boat