Why can't I log in to reactivate my inactive online store?

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Hello. I have tried repeatedly to access my account.  We were away and unaware that our credit card had fraud and our bill was not paid. I have gotten updated cards and logged in (or rather tried to login) and I am unable. I have reset password, I have cleared cookies, I have used incognito and private on both browsers and I CAN NOT get int to pay my bill.  Says my store is INACTIVE. I can't get a call back since I can't login. There is no SUPPORT@ any longer, Chat is AI and not helpful.  How do I turn my store back on. I am LOOKING at hundreds of emails (including update your payment recently) and NOTHING works to get in. I know I have the right email because I set up this store, I set up the emails and no other email even is recognized.  Help me turn my store back on.

Replies 2 (2)

Shopify Staff
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Hi @itsrealbig,


Thank you for reaching out to the Community. I'm happy to provide some assistance with this request, to ensure it gets resolved. To gather a bit more information, are you able to share the error you're seeing when attempting to log into your shop?


When it comes to account specific inquiries like this one, you will want to connect with us directly. This will allow our support team to take a closer look, as we wouldn't have access to any account specific information through the Community. They will be able to provide you with steps on how to regain access to your shop and ensure any outstanding bills are settled. 


To connect with us, you can: 


  • Head over to our Contact Page
  • Enter 'Can't log in' into the chat box.
  • Select the 'I still need help' option
  • Select the 'Account Support' prompt to view our available support options.


Please let me know if you have any troubles with those steps, as I'm happy to provide additional support. 

Blair | Shopify 
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