What is wrong with Shopify Communication?

[DanKennison]

I have two sites. One is fine one has been taken down. It's been a week trying to resolve this. The one site down has used the same theme for two years.

I get 20 scam emails and SEO email a week from people  - so I guess I did not see a real one from Shopify - then the site is down and they finally tell me to pay for the theme I have been using two years. I do that and then they send me an email that says it's fixed. Ha - nothing but a blank them. My site is still down.

Keep in mind this is in addition, multiple Advisor Chat sessions. Now they say "this is an updated theme and there is no automated way to move all your information over so hire someone to d all that work again. 

This is crazy.

[bryan76]

the most important question:  how exactly were you using a paid theme that you hadn't paid for?

sounds like they had you download a brand new theme.   they deleted the old theme and along with that all of your customizations, etc.  

[Promer-Alena]

That sounds incredibly frustrating, and I totally get why you're upset. If your site was taken down over a theme licensing issue, Shopify should have given you a clearer heads-up before disabling it. Since you've already paid for the theme, check Online Store > Themes > Library to see if the updated version is there and ready to customize.

If your content didn’t transfer over automatically, your products, pages, and navigation should still be intact; you might just need to manually reapply them to the new theme. Some apps, like Rewind or Theme Updater (if your theme supports it), can help with migration. If Shopify Support isn’t giving you a clear path forward, ask for escalation to their Theme Support or Merchant Success Team