My store is locked, or I paid and it's still locked — what do I do?

If your dashboard keeps sending you to the "Subscription Status" page, or customers see that your store is temporarily paused, your subscription isn't active right now. If you've paid and it's still locked, go through these causes in order. The good news: all your products, orders and data are kept, and they come back exactly as they were once your subscription is active.

Symptoms

• Every dashboard page redirects to "Subscription Status", and the sidebar only has "Renew subscription" and "Profile".
• Your storefront shows customers "This store is temporarily paused."
• Your team members see the same lock until the store owner renews.

When exactly does the lock happen?

• Free trial: the store locks as soon as the 14 days are over — there is no grace period for a trial.
• Paid subscription: when the period ends you get a 3-day grace period. The store keeps selling and a bar with a countdown shows how long is left before your store is paused. If you don't renew before the countdown ends, the store locks.

Causes and fixes

1. Your trial or subscription ended and you haven't renewed

The page title will be "Your free trial has ended", "Your subscription has expired" or "Your grace period has ended". Fix: click "Choose a plan" or "Renew subscription" and pay — see How do I subscribe to a plan or renew?

2. You chose InstaPay but didn't upload the receipt

Choosing the method isn't enough. The invoice stays "Awaiting payment" until you upload the receipt. Fix: open the invoice (from "Transaction Log" → "Platform" tab, or start from "Subscription"), upload the receipt under "Upload Payment Receipt" and click "Submit for Review".

3. The receipt is still under review

The page title will be "Your payment is under review" and the invoice "Under review". Review takes up to one business day, and the store stays paused until the payment is confirmed. Fix: wait — you'll get an email titled "Your … subscription is now active" as soon as the plan is active. You can follow it with "View invoice".

4. The receipt was rejected

The invoice will be "Rejected", showing "Payment Rejected" with the reason, and you'll get a rejection email. Common reasons: the amount differs from the "Total due", the image is unclear, or the transfer went to the wrong account. Fix: click "Choose a plan again", create a new invoice and upload a correct receipt.

5. The receipt was refused because it was already used

If you see "This receipt file has already been used for another invoice…", that file was uploaded on a different invoice. Each transfer's receipt can be used for one invoice only.

6. A card payment wasn't confirmed

If you came back from the payment page to "The payment was not confirmed.", the subscription wasn't activated. Card payment for subscriptions is still in test mode at the moment, so please pay by InstaPay.

7. The account itself is disabled

If the page says "Your account has been disabled", this isn't a subscription issue and renewing won't fix it. Read My account was disabled — what does it mean and what do I do?

8. The page still shows the old status

After confirmation, refresh the page. If it still looks locked, log out and sign in again.

When to contact support

If more than one business day has passed and the invoice is still "Under review", or you're sure the payment was confirmed and the store is still locked, contact us through the contact page and include:

• The invoice number (INV-…).
• The sender name and transaction reference.
• A copy of the receipt.