My Store is currently unavailable.

HueyHuang
New Member
4 0 0

Here is my ticket number 22417644.

I have wait for more than 10 days without any reply.

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evagreen32
New Member
1 0 0

It seems that this could be either of two things; you've entered incorrect information or haven't set up something properly. We first suggest trying the below. You'll need to ensure that your third-party domain points your domain name at your Shopify store.

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Hank
Shopify Staff
Shopify Staff
1066 120 169

Hi, @HueyHuang,

Hank here from Shopify.

Sorry to hear of the delay with the team response. They are seeing a high-level of queries at the moment, and they are working as hard as they can to reply to everyone. The full team is only online for business days (they are online Monday - Friday), so this may be causing a slight delay if say your case was submitted over the weekend.

We always advise that the team aim to respond in up to three working days normally. However, due to the effects that the pandemic is having, the team is noticing delays in excess of five working days. I appreciate that you would rather I not respond with this update, but I wanted to share a bit more about the review process and what might be delaying this.

Aside from the delays caused by Covid19, the team would have their own review process to determine what the issue might be. Additionally, if there is anything relating to the financial side of the store, As Shopify is not a bank, the accounts team may need to reach out to the banking partners, who also would have their own review process.

While I understand the wish to get your store back online, sometimes it takes a little longer depending on what has caused it to go offline. It may be a technical issue that needs further testing, or another area of the escalated teams to investigate.

You will notice if the team has reviewed your case, that your store will reopen, but may ask for additional information. My advice would be to submit whatever information is required, and that way the team will be able to further assist you with whatever the issue is that caused your store to go offline.

The support agents here, on social media, or on our live chat/phone service would not have the same level of access to your account as the accounts team would, so they are the best people to chat with regarding your account. As you already have an open ticket, you can ask all of your questions via that email, and the team will respond to this once they review your case.

Thank you for your patience with this.

All the best,

Hank

Hank | Social Care @ Shopify 
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HueyHuang
New Member
4 0 0

 
HueyHuang_1-1613988309180.png
I am confused about 'that email' of your reply.Will you mind tell me directly which email it is ?
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Hank
Shopify Staff
Shopify Staff
1066 120 169

Not a problem, my friend.

The above ticket number you shared with me #22417644. This would be the email that you received after the chat you had with support previously.

Hank | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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