Why is my store showing 'We'll Be Right Back' after payment issue?

Technical Q&A
1

Hi,

My payment on file had a decline access, so i re-enter the same card information. Upon hitting the submit button, Shopify have blocked my Account.

This is my ticket number: 31447819.

Now this is the error message" We’ll Be Right Back"

What can I do?#### If you’re a visitor to this store

Please try again later.

If you’re the owner of this store

Please contact support to resolve the issue.

I need help in resolving this ASAP.

Thanks

2

Hey @luxdepristine ,

Your ticket is already in the hands of the correct team who are looking into and working on this for you. Once they have an answer, they will reply to you! We’re unable to look into this further for you via the Community for privacy and security reasons.

You’re welcome to contact Shopify Support via the Help Center at any time for an update on your ticket. We’ll need to access your account securely with our live authentication methods in order to provide this update. We’d be happy to continue assisting you through live chat, email, or callback.

Please visit https://bit.ly/3BANQVf and log in to your account to create a support request.

Since this is the next step I’ve marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

3

Okay. Thank You.
Let me know what to provide for the authentication.
What is the estimated time to resolution?
Best Regards,
Abigail

4

There is no live chat as claimed plus no callback which makes it frustrating in contacting Shopify.

5

@luxdepristine ,

You can access the live chat by following this link here: https://bit.ly/3BANQVf

  • If you are unable to log in, you can choose the “Continue without logging in” option at the start and continue through the same process.

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  • You’ll then be prompted to ask about a topic:

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  • Doing this will present you with links to relevant documentation on our Help Center, but there will also be an option to contact us directly if you require further help:

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  • Clicking on this button at the bottom will then present you with the different support options available:

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6

Trying that now. Thank You

7

Don’t hesitate to reach back out if you require any further assistance as you continue to work on your store.

All the best,

8

Same issue here and Shopify support is nowhere to be found! Did you get your store reactivated? I just opened a new store and it was shutdown right after I chose a payment plan and paid for the first month (3 days before the trial was going to expire). Reached out to chat support 3x today, emailed them 5 times, and haven’t received a solution yet. I’ve been using Shopify since 2016 and I’ve never encountered this before and I have no idea why they are suddenly shutting new stores down.

9

Its not showing i tried that 10 times in different times in last 1 week. All it says is ask community or email and i emailed twice in 2 weeks same reply we are looking into it,

10

Hey @sair0991 ,

Are you still having trouble connecting to our live chat?