Aria here, I'm on the Social Care team at Shopify.
Without being able to see your store, it's difficult to guess what might be causing this. My first thought is that it's a theme issue. Which theme are you using? What happens if you install a different free theme in your store, does the problem still persist on the other theme?
Which plan is your store on?
Thank you for confirming that.
Your store needs to be on a valid payment plan as well. Which plan are you on?