Login

Whitney25
New Member
2 0 0

Hi 

I haven’t looked my store for a while but I tried to log in and it sending me to buy new plan when I have already bought one. Why is this not working. ?

0 Likes
Bo
Shopify Staff
Shopify Staff
1685 178 490

Hey there, @Whitney25 

 

Bo here from Shopify Support! 

 

As this is your first post in the Shopify Community I would like to welcome you! Welcome! I would recommend reading our guide on getting support from the Shopify Community here so you are best equipped when looking for support through these forum boards. 

 

That is a really great question. It sounds as though your store has been frozen and requires reactivation. If you missed a payment, if a payment fails three times, or if you did not purchase a plan after your trial, then your store will be frozen until you settle your bill with Shopify. Your store does not freeze until your bill's due date. If your store is frozen, then you can't access your admin and customers can't view your store.

 

From what you have said, it sounds as though no plan has been successfully purchased after your 14-day free trial. In this case, you will need to simply select a plan and purchase it. You can read up more on our plans here

 

I would recommend that you look through your bank/credit card statement to make sure that you did indeed buy a plan already, the line in the statement should say SHOPIFY followed by an 8 digit number, if you could share that 8 digit number with me I can check the invoice from our end, it does, however, sound like no plan was selected, a purchase you may have made from Shopify could be a domain. 

 

What is it that you are planning on selling with Shopify? As you are new to the platform I would highly recommend checking out our Introduction to Shopify guide. We also have a great YouTube channel that has a lot of great introductory videos that show you how to use the platform. 

 

Looking forward to hearing from you,

Bo

Bo | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

0 Likes
Whitney25
New Member
2 0 0
Hello there 
Yes there was money that was taken from my credit the day the free trial ended because my credit information was already save. I got sent a number on my credit card this is the number SHOPIFY 97167894 this was the number. Please look into it
Thank you 
0 Likes
Bo
Shopify Staff
Shopify Staff
1685 178 490

Hey there, Whitney! 

 

I am going to reach out to you via email to explain that charge as I cannot do so without authenticating you as the owner of the account. Speak soon. 

 

Bo

Bo | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

0 Likes