Shopify store was using an unlicensed theme and it has passed the time given to purchase or respond

[themainedecor]

Hello Shopify

I am in a dilemma due to me not knowing I had an unlicensed theme being used. Now I was not able to access email for the last few weeks and I missed the deadline to respond. Now I have missed Black Friday sales, Cyber Monday sales and the beginning of the holiday season. I have responded to the initial email that was sent and I have deleted the unlicensed themes. No one has responded to me and I feel as though this is extremely unprofessional. Can someone help me with a workaround or a way to get my store back.  A copy of what appears when accessing my store attached. Could anyone help??

[AfterDarkGrafx]

There is no screen shot.  Also, the theme that you are reverting back to.. is it a paid theme or free theme?

if free theme: do you have a back up of the theme files?

if paid: did you pay for it? and are now allowed to use it? and have a copy of the theme files?

No matter if you have a backup of the theme files, your homepage may need to be rebuilt with the customizer, just depends on what you have.

[themainedecor]

Hello
I am reverting back to a free theme for now. Also how do I back up my theme
files? This is something I have been trying to figure out. I can rebuild my
home page myself. This issue is really bothersome.

[AfterDarkGrafx]

a) basic shopify plans do not allow you to back up the website - just the theme files 

https://help.shopify.com/en/manual/shopify-admin/duplicate-store

https://help.shopify.com/en/manual/online-store/themes/managing-themes/duplicating-themes

You can basically export products, customers and orders via csv files to save data but to really backup your site you need an app like Rewind or something else AND this needed to be done BEFORE your site went down.

b) to export the theme files go to online store --> select the 3 little dots to left of customize button --> select DOWNLOAD THEME FILE

It will email you theme files. But you will still have to rebuild your site, add your products, collections (you will have to add collections manually again), etc.

See Shopify Help Center as it is full of information:

https://help.shopify.com

[Pawansaini]

Hey, my store was recently frozen. When I try to log in with my email, it says no account is associated with it. However, the store appears as inactive. I’m not sure what to do next.

[AfterDarkGrafx]

Hello @Pawansaini you can go here: https://help.shopify.com/en to get support

[RileyR]

Hi - I'm having the same issue with the unlicensed theme. I received an email saying I can purchase a valid version of my current theme, however, am finding no where on the site to do this. I've gone into customize > theme actions, still, not seeing the solution to purchase the valid version. 

Wishing for speedy resolution for the both of us. 

[themainedecor]

Yes I wish you well also. If you get a resolution please let me know. I
missed Black Friday and Cyber Monday sales and this really upsets me.

[AfterDarkGrafx]

hey - 

Step 1: Download your existing theme files (see below in this thread how to)

Step 2: THEN...

you have to go to Online Store --> Themes --> then on the right select ADD THEME  (right below you live one) --> you then need to find the PAID theme on the theme store --> add the theme again -> pay for it --> then activate it.

If it is not on the theme store ( themes.shopify.com) then you need to wait until the theme developers get back to you. (ie: envato or wherever you bought it)

[Kimi]

Hi, @RileyR.

What is the name of the theme you're trying to purchase?

You can purchase your theme via the Shopify admin, much like what @AfterDarkGrafx has explained. Alternatively, you can log in to your store on the Shopify Theme Store here, locate your theme, and purchase it directly from there.

Let me know how you get on with this.

[themainedecor]

Can I just utilize a free theme for now?

[Kimi]

@themainedecor 

You're welcome to use a free theme instead. If your storefront is inaccessible and has been locked however, to resolve this matter you'll still need to remove the unlicensed theme from your store. In most cases, storefronts will automatically reopen once the unlicensed theme has been fully deleted. Can you confirm that you've done this on your end?

If you're not sure you're deleting the unlicensed theme properly, you can follow the steps in this guide. If you run into any issues with removing the unlicensed theme from your store and need further guidance, please contact our live support team via the Shopify Help Center here. We can then securely access your account from our end to provide your next steps.

[Kimi]

Hi, @themainedecor.

Thanks for reaching out. To confirm, your storefront is currently inaccessible even though you've deleted the unlicensed theme from your store, is that correct?

I definitely hear your concerns and understand your frustration here. Due to security reasons however, we don't currently provide account-specific support via the Community Forums. This means that we can't access any support tickets from our end to check how they're progressing, but it sounds like you've now responded to the initial email that was sent through by our team? If so, you'll need to await for a response from the open support ticket you have with us, as the specialized team handling your case is best equipped to support you and provide your next steps, if any.

I'd like to assure you that our team intends to support merchants and reply with any updates as quickly as we can. This may take a bit longer than expected at times, to ensure that proper steps are being taken and in order to best address the situation for our merchants.

Please also note that while our live support team is available to be contacted for general enquiries, we have a specialized team that handles more specific situations like these. I understand that it can be frustrating to wait for a response, but if you've replied to the initial email sent by our specialized team you can be reassured that they will continue to support you and reply as soon as possible.

Thanks so much for your continued patience here, we really appreciate it.

[lightupmylife]

This is the same exact issue that I'm dealing with at the moment I can't get a Shopify support person on the phone for anything I can't even log into my page I get booted out I can't even find the unlicensed theme on my page it even says I have a free old theme on my page but yet I still can't get to my page nor can I get anybody from Shopify to assist in the problem very unprofessional I agree

[Kimi]

Hi, @lightupmylife.

I can understand how frustrating this situation must be. As explained, our team in the Community Forums cannot provide account-specific situations for cases like these, so we will need you to connect with our live support team, as this is the only secure way we can access your account to conduct an in-depth investigation on it.

Our live support can be reached via our Help Center here. You'll need to use the virtual Help Center assistant in order to access our live chat or email support. You can start your conversation by asking it to contact support, and to follow the prompts given by the virtual assistant from there. If you can't login to your account, you can type I still need help in the chat box after asking it to contact support, and it'll provide you with your next steps on how to contact our team.

Let me know how you get on with contacting our support team. If you're having issues with the Help Center, please provide screenshots to any error messages you encounter, to help us troubleshoot the situation.