Solved

Why is my online store suddenly offline without reason?

Mateus006
Visitor
1 0 0

My store was taken offline without any reason or warning, they said they would communicate with me via email but it never happened. When trying to access my Shopify I come across the message:

''There was a problem loading the page

The account does not have permission to view the page. Try using another one or returning to the store list page.''

 

Does anyone know how to solve it?

Accepted Solution (1)

Imogen
Shopify Staff
1713 199 301

This is an accepted solution.

Hi there, @Mateus006. Thanks for taking the time to reach out to the Shopify Community today with your store access issue. My name is Imogen. It's good to meet you!

 

To set some expectations for you, we're unable to authenticate users here in the Community, so I'm not able to access any account specific information, or discuss any account specific details. This situation could be caused by the account you're using to login to the store not having the permissions needed to access certain parts of the Shopify Admin.

In situations like these, it's best to reach out to our Authenticated Support Team so they can assist you with investigating this. If you've already done this, please check your email inbox (junk/spam included) for any emails from the Team. If you see no emails, use the link I provided you to connect with us again, and let the advisor you connect with know you're having difficulties receiving emails from the Support Team.

Imogen | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

View solution in original post

Replies 3 (3)

FreyrSecurity
Tourist
11 0 1

I had the same problem - store was moved to inactive. It was only after I contacted them to ask about it that I got an email asking for "More information about your business" which I promptly sent across and I've now been waiting 2 weeks for a response from Shopify legal

Alex872
Excursionist
27 0 2

Hello!
I have the exact same problem.
Did you solve it?

Imogen
Shopify Staff
1713 199 301

This is an accepted solution.

Hi there, @Mateus006. Thanks for taking the time to reach out to the Shopify Community today with your store access issue. My name is Imogen. It's good to meet you!

 

To set some expectations for you, we're unable to authenticate users here in the Community, so I'm not able to access any account specific information, or discuss any account specific details. This situation could be caused by the account you're using to login to the store not having the permissions needed to access certain parts of the Shopify Admin.

In situations like these, it's best to reach out to our Authenticated Support Team so they can assist you with investigating this. If you've already done this, please check your email inbox (junk/spam included) for any emails from the Team. If you see no emails, use the link I provided you to connect with us again, and let the advisor you connect with know you're having difficulties receiving emails from the Support Team.

Imogen | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog