Paid Shopify subscription plan when I checked shopifystatus today, it said there was a problem and I logged in to my store until 5 minutes ago, but then it said there was a problem on shopify servers and I couldn’t log in to my store. Shopify said it fixed the problem, but when I log in to my store right now, my store appears to be inactive. How do I solve this situation ? Please could you help?
Topic summary
A paid store owner reports sudden access issues: after a brief Shopify server problem, their store now shows as inactive despite Shopify indicating the issue is fixed.
Current status: Shopify’s platform is reported as functioning normally; real-time updates are available via the status page. The user still experiences inaccessibility.
Suggested troubleshooting:
- Clear browser cache/cookies and fully restart the browser.
- Try a different browser or an incognito/private window with extensions disabled.
- Test on another device or via the Shopify Mobile app.
- Switch to a different internet connection (e.g., cellular instead of Wi‑Fi).
- Ensure pop-ups aren’t blocked in the browser.
- Check for firewalls or pop-up blockers on the device.
Next steps: If problems persist after these checks, contact Shopify’s live support (phone, chat, or email) through the support portal. A short video guide is provided for accessing support.
Outcome: No confirmed resolution yet; the thread remains open pending the user’s follow-up after troubleshooting or support contact.
Hi there, @Tolga15 . I absolutely understand how important this is, let’s see if we can get you back into your store ASAP! Currently, Shopify is working well and should be behaving as normal for you - just a note that you can always have up-to-minute status updates via our status page here.
If you still cannot access your store, the next step would be to rule out any local browser or device issues that may be causing the problem. To do this, can you please follow all of these steps one by one:
- Clear your cache and cookies on your browser. After this, completely reboot the browser.
- Try on another web browser or an incognito window.
- When using incognito, if you are still experiencing a display issue, confirm you have disabled browser extensions as these can change how the pages look.
- Try another device or on the Shopify Mobile app.
- Try another internet connection (example, switch to a cellular network on a phone rather than wifi.)
- Ensure there are no pop ups being blocked in the web browser.
- Ensure you do not have any firewalls or pop up blockers enabled on the device
If after all of this you still cannot access your store, then it is time to reach out to our live support team. Our live support via phone, chat or email can be reached via our support portal here. Simply type your query into the “ask about a topic” bar, then hit continue to support to access. Here’s a video showing the steps in action.I hope this helps!