How can I access my missing Shopify store that I'm still paying for?

[YogaJourney]

During the covid pandamic I spent most of my time building a shopify store.  It kept me sane and I found it a great adventure.  The store never sold anything despite heaving advertising with Google and Pinterest.  I decided that I would place the store in abeyance and pay a monthly fee to Shopify to hold it on their servers.  Shopify take a monthly payment for this from my bank account each month.

Today I thought I would begin to explore re-establishing this store that took a huge amount of time to build.  Surprise, surprise it isn’t there.  There seems no way of contacting Shopify support to discuss this.  The support system to my mind is none existent.

So my question is this.  How do I go about accessing a store that I am making a monthly payment to be held by shopify when I can’t get any support to find out what happened to it and to cancel the monthly standing order that they take and do nothing for.

[Blair]

Hi @YogaJourney,

Thank you for reaching out to the Community. I'd be happy to provide some assistance with this request, to ensure it gets resolved. To gather a bit more information, are you able to share more details on what happens when you attempt to log into your shop? 

As we wouldn't have access to any account specific information here through the Community, I'd encourage you to connect with us directly. This will allow our support team to get you authenticated and take a closer look. They will be able to provide further assistance with regaining access to your shop and sharing any additional details regarding billing charges. 

To connect with us, you can:

• Head over to our Help Center.

• In the virtual assistance chat box, please type I can't log in.

• This will populate a few resources, where you can wait a few moments until you see the I still need help option.

• Click Account Support.

• Scroll down until you see the option to chat with an advisor. 

Please let me know if you have any troubles with those steps outlined above, as I'd be happy to provide further assistance. I look forward to your response.

[BelleBoons]

Hi Blair,

It’s a lot of us apparently that have their stores deleted out of nowhere, and after paying our monies for subscription. Please help us.

The links you posted above are of no use/help as our store are gone without a trace! Like they never existed at all. The only proof at this point is the transaction history on my credit card that you took $348 from me for the year plan.

[YogaJourney]

Dear Blair,  Have you ever tried to use your support services.  Its like being on a roundabout that you go around and around and around.  I won't use it because its a complete waste of time.  I spent around 10 minutes on the roundabout typing I still need help which you are proposing in your reply.  No thank you.  Can you actually deal with the question as a human being rather than directing me to a robot.  This is what I expect with shopify.  I had planned to come back to the platform but I am now thinking of going to shopwired. Surely they can't be worste than Shopify.  Its like the system is geared to non-support.  Tony

[Blair · Accepted solution]

Hi @YogaJourney,

Thanks for the prompt response and giving those steps a try. I'd be happy to provide some additional support to ensure that you're able to successfully connect with us. 

To gather a bit more information however, could you please share a screenshot of what you're seeing when following the exact steps outlined above? 

As I wouldn't be able to access any account specific information here through the Community, it's essential that you follow the exact steps outlined below in order to connect with us. These steps include: 

• Head over to our Help Center.

• In the virtual assistance chat box, please type I can't log in.

• This will populate a few resources, where you can wait a few moments until you see the I still need help option.

• Click Account Support.

• Scroll down until you see the option to chat with an advisor. 

For reference, the chat box should look exactly like the screenshot below. After typing 'I can't log in' into the chat box, you will want to allow for a minute to pass before the 'Account Support' option populates.

Please let me know if you have any other questions or concerns. 

[BelleBoons]

Wow! So it’s not just me this happened to! This is so so wrong, Shopify. Do the right thing and give us our monies back, please!