Sophia here from Shopify.
I understand the urgency of getting this resolved, and I'm here to help. In order to find out what caused this error message to appear, we will need to authenticate the account. Have you been in touch with Shopify Support elsewhere already (via live chat, email, or a phone call)? If so, please share your ticket number here and I'll make sure it's in the right hands.
Writing this behalf of Ashwin, founder of Berlin Virtual Christmas Market, Our 20 volunteers, Partners, And 100+ vendors,
We are writing this e-mail in extreme grief and frustration. A bit of what we are doing might bring some light to the problem/
The Berlin Virtual Christmas Market sounds like a really unique organization, and I appreciate the care and concern they have for their community.
This message looks like it might have been a reply to an email. Are you already in touch with Shopify Support via email? If so please share the ticket number here so I can take a look into what's going on. I'm not able to authenticate the account over the forums here, so I'll need the ticket number to investigate. Thank you.