Why did my account become inactive after changing my payment card?

[tjenzarli]

Hi. I received an email from Shopify stating My payment failed for my shopify store, i replaced it with new card and account became inactive, cannot login make payment nothing. I chatted with support and they escalated to account integrity team. This is my card in my name and i am wondering why this happened. I am waiting for an email from them.  Thank you

[Emily · Accepted solution]

Hi, @tjenzarli.

Thank you for reaching out. I am sorry you are not able to access your account. 

You definitely did the right thing by contacting our Support Team, as they can access your store-specific information and pass along your ticket to the correct team. Once a ticket has gone to the correct team, it usually takes them between 24-72 hours for them to get back to you. There are many different reasons why your store could be inaccessible, so it is best to wait for a reply from our accounts team. 

Please let me know if you have further questions!

[tjenzarli]

Hi Emily. Thank you so much for replying. Yes i Chatted right away and i will wait for them. My concern is i have Facebook ads, Facebook page, Instagram etc and it is a concern, no one can access my website now. I just hope they will answer as soon as possible. Than you so much again.

[Naeemzour]

Why my account is inactive please activate my account.  I am very sad about it thanks Shopify team

[Emily]

Hi, @Naeemzour.

Thank you for reaching out! I'm sorry your store is inactive. 

Did you receive an email from Shopify explaining why your account has become inactive? If so, you can reply directly to that email if you have questions as to why.

Please let me know if you have any further questions! 
 
Talk soon, 

[pinkpalmetto]

Emily, 

Can you help me? My account has been deemed inactive due to inactivity for awhile.  My account is paid up to date every month. The prompts say to check my email for the numeric code but there is never an email from Shopify.  I have no way to access my admin and website.  I had to create a new username just to send you this message.  Really need help to access my site! Thank you!

[Emily]

Hi, @pinkpalmetto.

Thank you for reaching out. I am sorry you are having difficulties accessing your site. 

Have you tried contacting our Support Team? 

Talk soon,

[pinkpalmetto]

Yes ma’am. I have followed all the links and tutorials. The problem is the password reset or access code is not being sent to my business email on file with Shopify. The email is:
pinkpalmettoboutique@sc.rr.com

I do not know how to proceed. I have used my app and the browser. Any help would be greatly appreciated. Thanks!
Angie Renner

[artemisbrasil]

Did you manage to solve it?

I had the same problem, my traffic manager who manages dozens of Shopify stores registered his card for payment, soon after, my store became inactive.

But the card is not from my company and I already fired that traffic manager.

Please let me know if you were able to regain access to your store. We're pretty worried.