Symptom
The public storefront is unavailable or closed, while the owner can still open the Vacto dashboard. Billing may show Past due, Suspended, an open renewal invoice, or an invoice awaiting payment.
Common causes
- The renewal date passed and the Vacto Wallet could not cover the current invoice.
- A manual payment is still under review.
- An online payment has not completed provider verification and subscription application.
- A plan change or invoice was approved but did not apply to the store state.
- The store was suspended for an account, policy, or administrative reason rather than billing.
Safe recovery steps
- 1
Sign in and select the affected store.
The seller dashboard remains the recovery surface for a billing suspension.
- 2
Open Billing.
Read the current subscription status, invoice, exact amount, wallet balance, and payment history.
- 3
Use Pay from wallet when the available balance covers the invoice.
Vacto applies the debit and subscription renewal together.
- 4
Otherwise use the supported manual payment flow.
Submit one exact proof and wait for review. Use online payment only when the page says it is available.
- 5
Confirm Billing shows Active/applied.
Do not rely only on a payment receipt.
- 6
Open the public storefront in a separate tab.
If Billing is active but the store remains closed, contact support with both states.
What not to do
- Do not delete the store, domain, products, or theme to fix a billing suspension.
- Do not create duplicate renewal invoices or payments.
- Do not assume a pending/approved label means the subscription was applied.
Before you contact support
- Copy the store slug, order reference, invoice reference, or request reference shown on the page.
- Describe what you expected, what happened, and the last safe step you completed.
- Attach a screenshot only after hiding customer names, phone numbers, addresses, payment references, and other private data.
- Never send a password, OTP, session link, or full payment-card details.