On 11th November i got a email from Shopify that my payment has been declined and we will retry the payment on 17th November, however my default payment is same as previous months and was successfully attempted by Shopify in previous two months to pay the monthly subscriptions.
As soon as i got the email on 11th my store got unavailable and even i am unable to access my admin panel to retry payment or replacing the payment method so as soon as i select my store a page open and says store unavailable so i cant even retry my payment now.
In last 8 days i have written multiple times to Shopify support via email and the first response i got is that my case is with the accounts department and they will get back to me but still they haven’t.
Whenever i try reaching them through customer support i always get a response that accounts department will get back to you but i don’t know why they haven’t.
As they should take this ticket on urgent basis because a customers successfully running store has been taken down just because of decline payment in the first attempt!
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As this is your account-related issue, the best way is to continue with the open ticket created for your query.
Sorry to hear you’re unhappy with the wait you’re experiencing for an update on your store’s status.
The good news is if your contact has already been escalated to the correct team then no further action is required on your part, as it will be handled in the order it was received.
While I can’t provide account support or comment on your support ticket specifics here publicly, if you’re happy to share that support ticket number with me I can confirm if it’s in the right place to get eyes on it internally.
I would also advise all merchants against creating duplicate contact tickets on the same issue, as this will only impede our ability to support you quickly.
Thanks for getting back to me here again and for sharing that ticket number, that’s great!
While I can’t comment on account or support contact matters publicly here, I can let you know I reached out to the team in question to let them know you’re looking for an update.
Keep an eye out for any reply from that team via that ticket number in the next while so you can take it from there.