A Shopify store (thesortage.com) has been completely offline for 6 days with no resolution or official communication from Shopify support. The merchant is locked out of the admin panel, customers cannot access the site, and the team cannot process orders or provide support.
Core Issues:
Website displays “No Server Connection” error
Complete admin login failure
Zero proactive contact from Shopify despite multiple support requests
Inconsistent information from different support agents about which teams are handling the case
Business Impact:
Lost sales and revenue for nearly a week
Frustrated customers unable to complete purchases
Operational paralysis with no order management capability
Recommended Actions (from community responses):
Document all error messages, chat transcripts, and contact attempts with screenshots
Demand a specific ticket number and escalate to senior technical support
Apply public pressure via Twitter/X (@ShopifySupport) and other social platforms
Check Shopify’s Status Page (status.shopify.com) for system-wide outages
Post in Shopify Community Forums for visibility
Status: Unresolved and ongoing, with the merchant seeking urgent escalation and accountability.
Summarized with AI on October 30.
AI used: claude-sonnet-4-5-20250929.
We are experiencing a critical outage on our Shopify store thesortage.com, severely impacting our business operations.
6 days have passed - and shopify still ignores our situation- it is unacceptable we cannot connect to the admin page , the store is offline, we are struggling
help
no one has ever contacted us about the issue and after the massive shopify downfall nothing and no one helped us please share the specifics because it is not okay appreciate your help
every time via contacting shopify support tam via online chat they tell me different names of the teams that are “working” on the issue
it’s not okay , shopify has no rights to make such things to us - everyone is struggling and they are not even bothering to send us at least one email
we have already said - we are more than willing to assist and resolve the situation
why shopify treats us this way
Website is completely down – customers cannot access our store.
“No Server Connection”
Login Issues – our team is locked out, preventing order management and support.
no one has ever contacted us about the issue and after the massive shopify downfall nothing and no one helped us please share the specifics because it is not okay appreciate your help
it means no one actually is taking responsibility for the issue
This situation is having a major impact on our business, leading to lost sales and frustrated customers. Additionally, our support team is unable to process orders or assist customers, causing further operational strain.
THATS NOT OKAY
Please immediately escalate this issue to your technical team.
Provide a timeline for resolution and any necessary actions on our end.
I’m so sorry for that and completely understand how frustrating and damaging this situation is for your business.
Have you contact Shopify via Twitter/X (@ShopifySupport) – Public posts often get faster attention. Or, you can submit a ticket via Shopify’s Status Page (status.shopify.com) to check ongoing outages. Maybe you also try to ask Shopify Live Chat or Phone Support to escalate your case to a senior support lead. Request a case number and demand a direct response.
This is Richard at PageFly - Shopify Advanced Page Builder app.
I understand your extreme frustration and the critical nature of your situation. A six-day outage with no resolution and lack of communication from Shopify is absolutely unacceptable, especially when it’s crippling your business. Here’s a breakdown of how to escalate this, what might be happening, and how to document everything:
1. Immediate Escalation Steps:
Document Everything:
Take screenshots of every error message, “No Server Connection” message, and login failure.
Save all chat transcripts with Shopify support, noting the date, time, and names of the support agents.
Keep a detailed log of every attempt to contact Shopify, including phone calls, emails, and chat sessions.
Demand a Ticket Number and Escalation:
In your next interaction with Shopify support (preferably by phone), demand a specific ticket number for your issue.
Explicitly request that your issue be escalated to a senior technical support engineer or a manager.
State clearly that the current level of support is inadequate and that the prolonged outage is causing significant financial harm.
Social Media Pressure:
Publicly address your issue on social media platforms like Twitter (X), Facebook, and LinkedIn.
Tag @ShopifySupport and use relevant hashtags like #ShopifyOutage, #ShopifyHelp, and #eCommerceOutage.
Explain the severity of the situation and the lack of response from Shopify.
Email Communication:
Send a formal email to Shopify’s support email address (if you can find a direct one, otherwise use the general support contact).
Clearly state the problem, the duration of the outage, the impact on your business, and your previous attempts to resolve the issue.
Request a written response with a timeline for resolution.
Shopify Community Forums:
Post on the shopify community forums. Describe your issue in detail. This can help to gain visibility, and possibly get help from shopify employees that monitor the forums.