Our Shopify Website is not live due to an error

[federal34]

Hello, we have been preparing the arrangements and site setup before publishing the Berlin theme for a while and we bought it yesterday. After the purchase, we published the site, but after a while, our site became unusable.

When we enter our site from the browser, we get the following error. "Something went wrong.

What happened?
This store is unavailable"

Then all the previews in the theme section are gone. The themes we used before the Berlin theme, etc. And when we say customize them, it gives the same warning and does not allow you to do anything. The warning is like this: Page Failed to Load, View Documents/Try Again

And in the meantime, we received an email. "Resolve use of Theme on your Shopify Store Account"

I want to solve this problem. I want to get the site live as soon as possible. I created a ticket from the support team, but 24 hours have passed and we have not received a response.

I hope to get this resolved as soon as possible.

Enjoy your sales.

Website: ossyhomer.shop

[Maz]

Hello, @federal34!

Thanks for posting your question here! I am sorry to hear about the situation you're in, but I am happy to advise further.

May I ask if you purchased the theme from our official theme store here at the link?

It sounds like there is an issue with your theme's license. Shopify does require you to have a licensed theme when operating on our platform. If there are some steps given in the email, then please follow them or alternatively wait for an update on your support request.

While I don't have a timeline to provide for when your ticket will be resolved, I want to assure you that our team is working hard to address tickets as soon as possible. 

Do let me know if you have any other questions! 

[federal34]

Hello,

Yes, we purchased and published the Berlin theme on Shopify. We have sent
the invoice to the Shopify Operations team about the purchased theme and
they are approving it. I received feedback that they will activate the site
right now. I hope it won't take too long.

Thanks for your support!

[Maz]

Hey, @federal34!

Thanks for reaching back out and for letting me know!

I'm happy to hear that you have had an update and are working to resolve it.

Do let me know if there is anything else you need help with!