Shopify Store Made Inactive by Shopify

[BrookeMac]

Today our Shopify store, which is prepaid on an annual plan, was set to inactive without any notification to us. We have a support ticket in place, and we've been told just to wait and not reach out again, or out ticket will go to the back of the queue. I am being told it's an accounts issue, today we tried to update the payment method for our apps (our exisiting bank account is closing in just over two weeks). We're inundated with complaints from our customers, and I've asked what the interim solution is - Shopify says there isn't one. Our US customers are now messaging our Australian store saying is there still a store in the US...does anyone have any suggestions for a solution, as Shopify doesn't seem to care about this massive disruption to our business and the impact on our brand...from a customer that currently has 5 Shopify stores.

[Don]

Hi there, @BrookeMac!

Thanks for letting us know about this and sorry to hear you've encountered this difficulty.

I'd like to ensure you're connected in the right place to get the support you need.

If you have already reached out for account support via our Help Centre here, and your query has already been forwarded to one of our escalated teams then no further action would be required on your behalf.

While we can't provide account support here or comment on your support tickets, if you're happy to share your ticket number with us here we can confirm this is in the right place for more info.

All the best!

[BrookeMac]

Hey Don. I understand no further action is required on my behalf - my concern is Shopify is taking no action on our behalf. It's just past midnight here in WA, and after having our US store made inactive for over 8 hours (possibly more) doesn't seem to be a problem to Shopify. Here's our ticket number 39727295.  Brooke.