Store Not Working / Suspended Urgent

Hi @mmk175

This seems related to WooPayments. More info: https://woocommerce.com/document/woopayments/deposits/why-deposits-suspended/

Please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

Please include a link to this forum thread, so that we can keep track of what’s already been done.

We will be able to help you further there.

Hi there,

Thanks for getting back to me.

I did get this far before posting this thread but when I get to the section

store address I do not get the option to add my store manually and it tell me to connect the store. Which is my problem. So I can’t request support at all.

Note: I didn’t realise a system status report was mandatory. I have never sent this so I am checking this our now.

• This reply was modified 2 months, 3 weeks ago by mmk175.

hi @shameemreza

Not sure if you can help with this but after talking to the happiness engineer they said they fixed my deposit problem. The only issue is, it’s not fixed entirely and I still can’t connect my store to my website.

They only sent one message about the fix and have now gone dark for over an hour and a half. Is this normal?

I don’t mean to appear impatient, it’s just the bot experience I am having here is not very reassuring.

• This reply was modified 2 months, 3 weeks ago by mmk175.

Hey, @mmk175!

The support can be live, if both you and a Happiness Engineer are available at the same time, but it can also be asynchronous, if it needs to be.

If you are not getting an immediate reply, a Happiness Engineer will reply to you via chat (if you are available) or email as soon as possible.

Since the issue is with your account and deposits, we are not able to help out here, because this is a public forum, so we cannot share private information, which is needed in theses cases. But the Happiness Engineer team will help you figure this out ??

Have a wonderful day!

Understood.

Sorry if I came over as impatient. It’s more my worry that I am being heard over there when there is no “auto ping” to say I am still being helped or if it is closed.

Anyway. Thanks again.

Hi @mmk175,

Are you able to share a ticket number so that we can be able to check the progress of this internally?

Hi @ckadenge

There is no ticket number available. Even from the email message I received of the chat because I had it closed down does not include a support ticket.

I am making progress though. The money is released. I just need to pin down why I can’t create and connect a store on woocommerce.com and add the “WooCommerce.com Update Manager” plugin.

The previous store I had in account was connected to an old website. But seeing as how you can have multiple stores in there I don’t think that’s an issue.

Do you think I should mark this as resolved since I need to use the direct support thread?

Hey, @mmk175!

There is no ticket number available. Even from the email message I received of the chat because I had it closed down does not include a support ticket.

No worries, if you contacted us via chat, the ticket was received. But if you want us to check to make sure, you can share what you said in the message and we can look it up to confirm for you. (just please do not share any private info here, okay?) ??

Do you think I should mark this as resolved since I need to use the direct support thread?

I see you already marked it as solved. Thank you ??

Have a wonderful day!

Just coming back to this after it has been resolved.

1. Deposits suspended. – I had to contact the woocommerce team via this link.

https://woocommerce.com/my-account/contact-support/

Scroll down to “Submit a request”

-What do you need help with?

I selected “technical support”

-Product

I selected “woopayments”

-Store this product is connected to

Select your website our add it manually. If you add it manually (like I had to) you will need to add a report. This site provides useful links on how to do this quick and easily.

Once I did that I got the support bot (then an enginneer) in a chat box off to the bottom right of my screen.

They checked my account and were able to fix the issue very quickly.

2. My store not being connected to the woocommerce.com account.

In short, after a back and forth, I just had to go into my website admin panel and go to:

Woocommerce > Extensions > Click my profile icon (top right) > Go to disconnect my store from woocommcerce.com

The page then shows the option to “add store” (from the backend of my website. I simply clicked that and all fixed itself.

Note: It worked on my second attempt to disconnect the store not my first attempt. But in the end it was very easy to sort out. I could then see my woocommerce update manager plugin and woopayments plugin in there.

All good. Thanks for all the support and hopefully this helps others.

Hey, @mmk175!

Thank you for sharing the solution here and contributing to the WooCommerce Community. This might help other users in the future. ??

Please let us know if there’s anything else we can do to help or if you have any questions.

Have a wonderful day!