How can I reactivate my inactive online store?

[IanFernandez]

So I finally bought the domain for my store but now it says the shop is inactive. Anyway I can fix this? Kind of panicking hoped to launch this weekend.

[Ted · Accepted solution]

Hi @IanFernandez,

Ted here from Shopify, thanks for posting your query! 

What you've described here is account specific which we're unable to support on a public thread via the Shopify Community. When you have a moment, please contact our live chat, email or callback support here so we can authenticate your account and take a closer look into this with you. 

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. 

If there is anything else I can help you with, please let me know, I'm happy to help!

Many thanks, 

[IanFernandez]

Click to expand...

When i click the link it just ask me to select my store except my store doesnt show up. Any ideas?

[Ted]

Hi @IanFernandez,

Thanks for letting me know. It sounds as though it could be the browser you are using. Could you please clear the cache on your browser as mentioned in this guide or use a different browser/device and try again? If you still can't see the store's after you log in, please log out as shown below and access our support (here) as a guest instead as mentioned shown in this video. 

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Let me know how this goes and if there is anything else I can help you with, I'm happy to help!

Many thanks, 

[Kenashia]

Good Day Ted, 

My shop Randomly Shows up as inactive every time I sign it, there’s no explanation as to why. No way for me to really Navigate the Shopify platform honestly. It’s almost like I’m a sub member I don’t have full access Customers have also been complaining not being able to shop/see the site. 

Ive tried on all browsers as well. 

can you please help I’m looking to relaunch next week and was supposed to be editing the site currently 

[Trevor]

@Kenashia 

I'm sorry to hear you're having trouble accessing your store. If it's showing as inactive, or unavailable, then you will need to contact Shopify Support as they'll be able to authenticate your store and provide further assistance. You can contact Shopify Support by logging into our Help Centre, searching your question/issue, then clicking "contact support" at the bottom of the page that displays the search results. 

[Kenashia]

Good day,

Yeah I’ve tried that. I’ve authenticated it.

And every time I tried to go to contact support or get help it asks me to
log in again. I do so— and then it does it all over again like it’s in a
loop. I can’t understand why this is happening and it’s also becoming
difficult to contact someone although I’m logged in which is strange it’s
like because the store is inactive it limits my access to support or
communicating with a specialist.

Can you please have someone contact me or can you look into this yourself?
It’s an emergency.

[Trevor]

@Kenashia 

We're unable to provide account-specific support from here, nor would we be able to set up a request to have someone reach out. Requests need to go through our Help Centre to ensure the store is authenticated. 

I'd recommend shutting down any background programs on your devices, such as a VPN, adblocker, or virus protection as that may have an impact on your ability to access our Help Centre. From there, I would try Google Chrome Incognito mode to rule out any extensions and/or a caching issue. 

It's important to note that you do need to search your question/issue in order to access the "contact support" button that directs you to the available contact methods. Clicking on the help articles that appear on the first page of our help centre will not lead you to the contact methods. 

[ahuvacherns]

This is not a good enough solution.  It seems from this forum to be a common problem, yet support times are not fast enough and we are losing selling time.

[Justin599]

Also have the same exact problem, please help

[Helen2alero]

I had registered my account so weeks, but my card wasn’t debit so I changed my card so I can be able to lunch .my product but I just found out that after updating the app and tried to log in and it went inactive please I am freaking out is there a solution to this 

[Trevor]

@Helen2alero 

I'm sorry to hear you're having trouble accessing your store. If it's showing as inactive, or unavailable, then you will need to contact Shopify Support as they'll be able to authenticate your store and provide further assistance. You can contact Shopify Support by logging into our Help Centre, searching your question/issue, then clicking "continue" at the bottom of the page that displays the search results. 

[Nihat]

Hey, am experiencing the same problem. I was trying to buy a domain from the domain center and then it suddenly closed the shopify dashboard and now it says inactive store. Please is there an easy fix solution for this problems because am loosing too much time.

[Mardanaco]

Have you resolved your issue? I'm in the same boat, and shopify is taking there sweet time, while we losing on potential customers. 

[ahuvacherns]

I am having the same issue.  There has to be a faster way to resolve an inactive store issue and not have to wait for customer support to resolve the issue

[Ali_Emre]

Nihat, problemi çözebildin mi? ben de aynı problemle karşı karşıyayım. mağazama admin girişi yaparken we'll be back soon ibaresi görünüyor.

[MelissaSoares]

Hello Ted,

From the pass 2 hours I've being trying to solve my "inactive" store problem and it look like a loop. I could not talk to a single help provider nor even via email there is not a number for emergencies. The "24/7 Support" link seems to not provide any support, because it keep sending me to my INATIVE store's page. I don't have a Okta account with shopify because it was never asked for me to do it so there is no way of getting into Okta  since the store is inactive, I've try every email and phone number and I won't receive any messages or emails from Okta, again no support from that. Now the Lettuce Contact IT Support, why you guys have and support provider page that sends you to another support provider page (SLACK) AND NON OF THEM  actually provide any support ? I could not even get into Slack page because the link the is there is not working ( the link is not logging into any page). Of course you guys have an option for those who don't have access to Slack, and yes I did try that too I did filled all the information the page required so they contact me and they didn't because "Form incomplete, please go back and fill out all the fields." Believe me I filled every spot of that page 7 to 15 times. The last attempt was to make an account with Okta, uselessly, I can't make a business account because my business is inactive.

So I guess you guys don't need any more "Support pages" nor a big Support Center link that can't help, you need a chat directed too costumer service (a real one) or a number so we can talk to actual people that can solve our problem.

Thank you,

Melissa Soares

[Trevor]

@MelissaSoares 

Sounds like there is some confusion around the steps to access our Support. The process you've detailed should not be occurring as you do not need an Okta account to access our Support options. 

You can access Shopify Support by clicking this link: https://bit.ly/3cJkx8V - You will have the option to either log in, or continue without logging in: 

If you're unable to login to your store or if you don't see your store listed after logging in, then you will need to select "Continue without logging in" - This option will allow you to connect to our support teams so they can escalate the issue further. 

Keep in mind that once you log in or select continue without logging in, you will need to manually search your question/issue. Then select "Continue" at the bottom of the page. Do not click the help articles provided under the search results. 

That will connect you with our 24/7 support that is offered via phone, email and chats. 

[rebeccabaren]

Hi 

I am shopify partner from few years now and I build and spend time for my client. He has upgrade to a Paid plan (annual) and the store gone INACTIVE - 
My Ticket number is 35191879 - And i am waiting to get support AND NO ONE is getting Back Me 
the client wants to proceed to a chargeback- I will not getting paid for my work too - and shopify has charge him and right after has made his store inactive 
I NEED TO GET SUPPORT AND QUICKLY PLEASE 

[pelle-pelle]

I did'nt apply a domain or any stuff but I am still getting the same problem!

[cornjewel]

same thing happening to me and i want to give up on shopify