Urgent: Store Frozen for 4 Days Due to Backend Issue with Payment Verification (Ticket #49090884)

Technical Q&A

Topic summary

A merchant’s Shopify store has been frozen for four days due to a payment verification failure (Ticket #49090884). The core issue involves a broken redirect to the bank’s verification page where a 6-digit OTP should be entered.

Technical Problem:

  • The “Verify and Pay” button no longer triggers the bank verification page
  • Suspected malfunction in the Shopify-Stripe integration hook
  • Appears to be a backend issue on Shopify’s side

Business Impact:

  • Store remains inaccessible and unmanageable
  • Lost sales and customer dissatisfaction
  • Four days of downtime

Current Status:

  • Merchant has contacted support multiple times without resolution
  • Support advised clearing browser cache/history, which did not resolve the issue
  • Merchant requested immediate escalation to technical experts
  • Official response indicates the merchant must wait for updates via the existing support ticket
  • No further action required from the merchant at this time

The issue remains unresolved and ongoing, with the merchant awaiting a response from Shopify’s technical team.

Summarized with AI on November 7. AI used: claude-sonnet-4-5-20250929.
1

Ticket Number: 49090884

Hello,

I am writing to express my frustration and seek urgent assistance regarding a critical issue that has left my Shopify store frozen for the past four days. Despite multiple attempts to resolve this with your support team, the issue persists, significantly impacting my business operations.

Issue Description: My store has been frozen, and I am unable to proceed with payment verification. Previously, when I clicked on “Verify and Pay,” it redirected me to my bank’s verification page where I had to enter a 6-digit One-Time Password (OTP). However, this page no longer opens, preventing me from completing the verification process.

Identified Problem: It appears there is a malfunction in the integration between Shopify and Stripe, specifically with the hook that triggers the redirection to my bank’s verification page. This issue seems to be on Shopify’s backend, and despite providing this information to your support team, the problem remains unresolved.

Impact on Business: This ongoing issue has caused significant disruptions to my business, leading to lost sales and customer dissatisfaction. The inability to access and manage my store is unacceptable, and I urgently need this matter resolved.

Request for Immediate Action: I kindly request your immediate attention to this matter and a prompt resolution. Please escalate this issue to the highest priority and involve technical experts who can address the backend integration problem. Additionally, I would appreciate regular updates on the progress of this ticket.

I have been patient and cooperative, but the prolonged downtime is severely affecting my business. I trust that Shopify values its merchants and will take the necessary steps to rectify this situation without further delay.

Thank you for your prompt attention to this urgent matter.

Sincerely,

Moonis Ali

2

Hi there @moonisali !

Thanks for letting us know about this and for sharing your support ticket number with us too, that’s great!

As we’re not able to provide account support publicly you will need to wait for an update from the team via your existing support contact.

No further action is required on your part as you’ll hear back from the team in question when they have any update to share.

I would advise against creating further contacts on this issue as this may only serve to impede our ability to support you.

3

I tried the solution provided by your support team, they asked me to clear the cache and history. But no luck.