Why is my website down after contacting Shopify help center?

[Bora-brand]

I am seeing the following problem when i log in. yesterday i reached out through the shopify help center to an agent. Im not sure if this is related but today this is what happened. Can you help pls

[Cautiv0]

I have exactly the same problem 

[Bora-brand]

Well at least i know im not the only one. So you think it's system wide?

[Kimi]

Hi, @Bora-brand and @Cautiv0.

Are you still experiencing this issue on your end?

There was an issue earlier today where some merchants were unable to log into the Shopify admin. Our developers have since pushed a fix however, so you should now be able to login to your admin as normal.

If you're still seeing the same error message you did from earlier today though, are you able to troubleshoot using the steps below please? This will help us rule out any caching issues related to the browser that you're using.

• Try to login to your Shopify admin via an incognito window.
• Or, you can use your usual browser but to clear the browser's cookies and cache.
• You can also try another browser. For example, if you're using Safari, you can try logging in to your admin on Chrome or Firefox.
• You can also try to use another device, such as your mobile or a tablet.

[SAJ]

M

y website has been down for a week and i have sent in the credentials asked for.  What is going on?

[Kimi]

Hi, @SAJ.

Can you let me know what credentials you're referring to? Were you perhaps requested by our internal team to send through documents in relation to your store?

If you already have a support ticket open with an internal team, and are currently communicating with them via email, you can continue to reply to the support ticket you have open with us. The team handling your case is best equipped to support you with this situation, so they'll be able to continue assisting you via email. 

It's hard for us to determine the cause of your store's downtime without having access to it — so if you haven't yet reached out to our team about this matter, your next best step here is to contact our live support team so that we can authenticate you against the correct store. From there, our team will be able to securely access your store from our end to provide account-specific assistance.

To get in touch with our team, you'll need to login to your store via our Help Center here. If you can't login to your store, please select the 'I don't have an account' option instead. From there, select a topic that best fits your query or situation, and you'll be taken to a page with a list of relevant support articles. You can then scroll to the bottom of that page to select your preferred contact method with our team. Our internal support team will then be able to continue helping you from there.