Can't access my account after computer hack: What should I do?

Technical Q&A
1

Dear community. My computer was hacked. Everything locked own, my payment and everything. When I had it reopened my account to Shopify was locked. I cannot log in to my page and pay the unpair bill. Does any on know what I can do here? I am so terribly sad if my page is gone. I spent so much time an so much money on iy and it will mean that I cannot pay that again to replace it and I will have to shut down my company :disappointed_face:

2

Hi @anotherballroom !

Thanks for reaching out here in the Shopify Community. I understand how important this is for you to get resolved, so let’s get you going in the right direction in order for you to gain access to your account.

Looking at your message, it seems like your account may be frozen, is that right? You may need to settle some invoices before you can reactivate your store again. You would need to pay any outstanding charges that were incurred during the time between when the payment was missed and when your store was frozen. Frozen does not mean closed, so your work will be saved and will be there once you reactivate your store again.

Steps for reactivating your account

  • Log into your store via this link here.

  • If you need to recover your account, please visit this link here

  • Once you have successfully logged into your store, please pay any outstanding invoices.

  • If you reactivate your store more than 30 days after your last bill was issued, then do the following:

    1. Pick a new plan.
    2. Pay for the upcoming subscription cycle.

Let me know how that goes and if anything is unclear!