New Member
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I have an “IMA moments” store.
The store has not been active for more than 3 months and is now inactive, but only on a desktop computer. I have access on my phone and tablet.
Can you help me activate it as a lot of time has been invested in setting up the store?
The store was on a trial period.

Thank you

Shopify Staff
Shopify Staff
1146 67 135

Hi there @IMA1!

Don here from Shopify.

It sounds like your store may actually be active, as you reporting being able to use it on your devices but not your desktop, so it may be a case of your not being able to log in there, rather than the store being frozen or deactivated.

When you attempt to log in on your desktop, what do you see there?

You may be prompted to enter a 10-digit reactivation code when you have not logged into a store for an extended period of time.

If you see this messaging, check to see in your email provider if you have received these codes via email.

They may be filtered by your provider into 'spam' or 'others' folders, so check there or try searching manually for such codes.

Let us know what actually happens when you try to log in via desktop and if you're able to find those emails with the codes in that event.

Would you have added a payment method or selected a paid plan for this store while you were still in the trial period?




Don | Social Care @ Shopify
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New Member
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Hello Don, thank you for your answer.
No, I have not added a payment method or selected a paid plan for this store while I was still in the trial period?
Yes, I'm prompted to enter a 10-digit code via email (imamoments@gssouser.com), but I never receive it. I tried several times. Although I used to get emails before, I don't get it now with a 10-digit code.
I can see your messages on ima.studio@outlook.com.
Also, if I want to reach you via my store on my phone (even though I'm in the admin of my store), it wants me to log in again, and I can't do it because of the 10-digit code.
Can I get this code on my phone?
Thank you for your help