Why can't I log into my ecommerce account?

[Eleneby]

Request ID : b820629a-4357-4b6a-bc19-d36db715c13c

Hello, for two days now I've been trying to log into my shopify account however I'm experiencing a persistent problem. "Oops something went wrong" "Your store is unavailable".
I have already tried to log in on incognito and on different devices, it still doesn't work.
It's not a subscription problem either since I've had this Shopify account for two years.
Can you help me with this situation?

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Bonjour, depuis deux jours maintenant j'essaie de me connecter à mon compte shopify cependant je rencontre un problème persistant. "Oops something went wrong " "Your store is unavailable".
J'ai deja essaye de me connecter sur incognito et sur différent appareil, cela ne fonctionne toujours pas.
Ce n'est pas non plus un problème d'abonnement puisque cela fait deux ans que j'ai ce compte shopoify.
Pouvez vous m'aidez sur cette situation ?

[AvadaCommerce]

Hi @Eleneby 

Thank you for reaching out! 

As much as we'd love we help, only Shopify can help you check this. This is something that needs to be looked into by Shopify team. They need to investigate by having access to your account. Please contact them here for fastest support: https://help.shopify.com/en/support#/contact

[Iris]

Hi @Eleneby ,

Thanks for reaching out! I understand this isn't an ideal situation to be in.

From the screenshot, it looks like maybe the payment didn't go through for the plan you have chosen.

I'd love to help you out here. However, we cannot look into account specifics via the Community for privacy and security reasons.

I invite you to reach out to our Contact Us page. Once you log in, select the topic you'd like to discuss with the Support Advisor. In your case, click on Account. 

Then scroll down to the bottom of the page, where you should see the 'Get Support' section, where you can select your preferred communication channel.