Client Account Frozen - Can't Add new payment method

Partner Discussions
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1

Hi, some help would be great please.

My client’s Shopify account has been frozen as their payment method had expired and I was unable to obtain new payment details in time. By clicking through any of the “retry payment” emails, I simply can’t log in to add a new payment method. The Shopify site of my client just cycles through a log-in attempt and kicks me out with a ‘500’ error message. The cycle continues automatically on a constant basis.

How do I get the admin panel un-frozen, at least to apply a new payment card and process the outstanding amount and reactivate my clients’ site?

Thank you for any help!

Thomas

2

Hi Thomas,

Has your client connected with our support team - for account issues like this, merchants will need our internal support team to unfreeze the account temporarily so a new payment method can be applied.

3

I’m actually trying to do that. But thank you, it’s good to know I’m on the right track then.