Why is my online store suddenly inactive?

[yoniexpress22]

I tried reaching out to customer support with no reply my store all of a sudden went inactive and only had it 3 days can someone please help because I am losing customers and money because of my site being down. In addition to that live chat is not an option nor is calling someone no one has replied to my email this is a very bad first impression.

[Summer · Accepted solution]

Hey, @yoniexpress22! Welcome to Shopify Community!

The best course of action in this situation is for us to access your account and investigate why it has become inactive. We’re unable to provide account-specific support via the Shopify Community at this time, so we can assist you when you contact our support team and speak to them via live chat, email, or callback. Since you have attempted to do so and were unsuccessful, you may have tried to email outside of our support page. Our support channels are only accessible through our support page, so I recommend heading over to it so you can reach out support team.

You may visit our support page at https://bit.ly/3cJkx8V and log in to your account to create a support request. After visiting the link and logging in, you'll be prompted to enter the topic of your concern so we can connect you to the right articles and support team. Simply type in the topic, click Search then scroll down to the bottom of the page to click Continue under Get Support. You'll then see the option to create a support ticket on the next page.

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

[yoniexpress22]

Respectfully, I have already tried these things. As stated above live chat
is not an option only community and email and I haven't received any
response via email yet. It's no reason for it to be inactive as I just
created it!

[yoniexpress22]

Respectfully, I have already tried these things. As stated above live chat is not an option only community and email and I haven't received any response via email yet. It's no reason for it to be inactive as I just created it!

[Summer]

Thanks for the clarification, @yoniexpress22.

Since live chat and callback do not appear as options for support, it means we've reached our maximum capacity to take requests and those options will be available once we can accommodate more requests. You're welcome to go back to the support page and check it from time to time to see if the live chat and callback options appear.

If you're unable to reach our support team through live chat and callback, as you've sent an email through our support page, we will be able to assist you there. Our standard response time for emails is 1-3 business days. Thanks for your patience as our support team works to get back to you as soon as possible.

[yoniexpress22]

Okay thank you for the reply, I will try to wait it out.

[StarseedShai]

Hey there, my store just did the same thing. No email response. How can I get immediate help?

[Summer]

Hey, @TheLuxeLend and @StarseedShai.

I'm sorry to hear you haven't received any communication about your stores yet. Our standard response time is 1-3 business days but there are unforeseen delays that could happen anytime. Please rest assured you will be receiving an email response to your ticket.

If you would like to request an update, you're welcome to visit https://bit.ly/3cJkx8V and log in to your account to create a new support ticket. Thank you for your patience!

[speedpeeps]

We are having the same issues - store inactive 

[Aponwao]

We are having the same issues, store inactive. We have been inactive for 6 days. We have sent 4 emails and they all give us the same answer, and not only that, they also stopped the payment flow and have withheld more than 6k dollars.

[speedpeeps]

shopify should be legally accountable for any loss of business. by law.

[TheLuxeLend]

My store has also been inactive for over 5 days now, and I have not heard from anyone at Shopify on why this happened or by when it would be resolved. I have had customers reach out asking why the site is down because they wanted to place orders. This has been the WORST experience I have had, and @Shopify seems to have no urgency to fix this!!!! Additionally, @Shopify has already charged me for the month of May though my site is still inactive. I have put in 2 help tickets and sent several emails, and I also tweeted the company. Yet, nothing has been resolved!!

[Shaheryarr_]

Hey @yoniexpress22 may I know how you got to live chat support as I'm also facing the same issue my store got inactive without any prior reasoning, I emailed my issue they gave me a ticket but I haven't received any email from that ticket yet. 

@Summer  I started my store from 7th june 2022 with all the things ready to launch and now I can't do anything as it is inactive, I wasn't thinking that shopify will show this type of impression towards their new customers.