We'll Be Back Soon - Something Went Wrong - Locked Out Of Store - Currently Unavailable

MarqueeGear
Tourist
5 0 1

 After searching the forums, it seems this error message is somewhat common. There also appears to be a LONG wait for support or customer service. I'm trying to open a store on Shopify and I already put a lot of time into it. Is this the kind of customer service both I and my customers should expect? I originally contacted support on 2/12. It's now 2/17 and as the minutes tick by, it's becoming clear that I am not going to get a response within 72 hours. Three business days. That, in and of itself, is a very long time. I don't imagine a quick response will be made to this post and I'm pretty sure I know what the response will be. I just need to wait and hope someone gets back to me and hope that you don't charge my credit card for services not rendered.

we'll be back soon.png

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Bo
Shopify Staff
Shopify Staff
1704 181 503

Hey there, @MarqueeGear 

 

Bo here from Shopify Support! 

 

I took a look into this for you and found that the chat which lead to an escalation took place on Saturday. These escalations generally take 2-3 business days (Monday-Friday, the Risk team is not in over the weekend). As we are experiencing much higher than usual volumes of contact, it may take a bit longer before you hear back on this. Rest assured our team is working as hard as they can at the moment to get back to everyone as quickly as possible. The first place you will get an update is that email so please keep an eye out there for any information. We appreciate your patience and understanding at this time.

Of course, if there is anything else I can help with, in the meantime, please just let me know!

 

All the Best,

Bo 

Bo | Social Care @ Shopify 
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MarqueeGear
Tourist
5 0 1

Not to split hairs here, but the chat happened on Friday afternoon - not Saturday. But thanks for looking into that for me.

And thank you for the canned response as well. I'm looking forward to hearing from Support.

While I can empathize with the support group, this turnaround is incredibly long. Four business days (and counting) before someone even gets an eye on my particular situation. That's concerning.

 

Thanks.

JKBG
Tourist
10 0 4

I am having the same problem.  I opened a store, added a CC and selected a plan and was immediately shown a "Store Unavailable" screen.  I have sent a message to Shopify Support, but it has also been longer than 3 days.

 

In addition to this, the chat feature wont work on my MacBook.  Whenever I enter a chat i receive a button that says "click to reply" and then immediately grays out the screen and I cannot type anything.  

 

Have you have any solutions to your problem?  This is super frustrating.

MarqueeGear
Tourist
5 0 1
Hi JKBG,
 
As far as our storefronts go, it sounds like we're in the same boat. I spent a lot of time on my store then selected a plan and entered a CC... and it was lights out. I got the same message and locked out.
I was in touch with support over a week ago via the chat feature. They opened a ticket and said it was "escalated" to tech support. An expectation of 48-72 hours was set (which is already long). Never heard back. I got back in touch via the chat two days ago and heard the ticket is still in the queue and wasn't forgotten. "It's just a waiting game."
 
So, I'm at five business days (and counting). If you count the two weekends, I'm at nine days total and still awaiting a resolution.
 
About the chat function. I'm also using a Mac. My only suggestion would be to try using Google Chrome, if you weren't already.
 
Definitely frustrating. Hang in there. Might be a good idea to start looking at alternatives, just in case.
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JKBG
Tourist
10 0 4

Hi MarqueeGear,

 

Thanks for the reply.  This is super frustrating. 

 

I have been using chrome on my MacBook, in addition to Firefox and Safari.  I have tried them all, including using my Apple phone.  I have tried clearing the cache, incognito mode...you name it...but still no go.  However, I was able to get a chat box to function on my iPad.  But very briefly I was still shown the "Click to reply" box before it disappeared, giving me access to chat.

 

Seems like the community here has many of the same problems, all starting this month.  Would be nice if Shopify could remedy these situations. 

JKBG
Tourist
10 0 4

Hello MarqueeGear,

Just wondering if you ever heard back from Shopify this week regarding your store.  I spoke with chat support a couple days ago and got the same canned response that it has been "escalated" and is "in the queue".  And now Shopify's chat support is "Temporarily Down" and the are "investigating".  

For S&G I tried opening a completely different store this week and, guess what, same exact thing happened.  Accepted credit card information and locked out.  

I am a bit tired of hearing excuses about the pandemic causing issues with this company.  Last I knew the internet still worked.  This is extremely frustrating and disappointing.  I think I need to look for an alternative.

 

MarqueeGear
Tourist
5 0 1

Hey JKBG,

I did end up hearing from the Risk Operations Team at Shopify late Monday. They unlocked my account. So, essentially it was 6 full business days before I was unlocked. I was told it was more or less procedure for new stores to be checked by locking them by someone in a support chat. But the Risk Ops Analyst said he couldn't tell me why it was locked due to security procedures. So who knows why our stores got locked.

Then there was another CC issue. For some reason, Shopify doesn't like my business CC which is another frustrating issue. My CC meets all of their requirements so that part is another mystery. Had to use a different one. Never really got an answer to that either.

At any rate, if you haven't already been unlocked I'm guessing you will be soon. I'm hoping this was just a one time delay in getting things started. Hopefully, this doesn't happen again.

Good luck to you.

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JKBG
Tourist
10 0 4

Hi MarqueeGear,

Thabks for the reply. I heard back from Risk Operations as well and was told it was an audit by one of their Banking partners. Don’t really understand that canned response, but either way I was told my store was unlocked.

However, I immediately experienced the same as you. I used my Chase business credit card and received an error. I then used a different non-business credit card and experienced the same. 

I was able to submit a callback request and spoke an agent. Unfortunately the issue still isn’t resolved and it is back at Risk Operations. They didn’t know why the cards were not able to be verified, according to the error. And of course, I’m still waiting with no timeline able to be given for the fix.

Glad to hear your up and running. I’m going into a second weekend with no complete resolution.

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MarqueeGear
Tourist
5 0 1

The mystery continues. I'm sorry to hear that. But I'm also very curious about how your CC situation turns out. I eventually want to update my method of payment to my business CC... because that's what it's for. Hopefully, Risk Ops doesn't take another 6 business day to get back to you. Sending positive vibes your way.

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