This is Lana from Shopify. I see you're having an issue with your store so I wanted to help you out.
When it comes to you not being able to access your store, I would always recommend you contact our live support here because we are currently unable to look into your account details from the Shopify Community. You mentioned that you have a ticket number, so it looks like you have already taken the right steps! If you are still waiting for a response from our team, you can take a look at our FAQ page here which gives some of the possibilities as to why your store may be unavailable.
Let me know if you have any other questions and I will be happy to help you out.