I need to talk to someone about my theme. My store has been taken down

Shopify Discussion

Topic summary

A store owner’s Shopify store was shut down after receiving an email about needing to change their theme. They initially thought the email was a scam and didn’t take action. When they attempted to change the theme after the shutdown, they found the store was unavailable.

Current Status:

  • Store is currently inaccessible
  • Owner cannot modify the theme

Recommended Actions:

  • Check for follow-up emails from Shopify after the store became unavailable
  • Reply directly to any official Shopify emails to reach the appropriate team
  • Create a support ticket through the Shopify Help Center for account-specific assistance

Key Point: Community forum members cannot authenticate accounts or provide account-specific support. A support ticket is necessary so Shopify’s team can investigate account settings and resolve the issue. Resources about adding and purchasing themes are available in the Shopify Help Center.

Summarized with AI on November 21. AI used: claude-sonnet-4-5-20250929.
1

Shopify email me stating the store would be shut down. I thought it was a scam. Now my store is shut down, I received an email saying I need to change the theme. I tried changing the theme but it said my store is unavailable.

2

Hi, @yourcolours1 .

Welcome to the Shopify Community.

I completely empathize with your situation of not having access to your store or the ability to modify your theme, and I understand how inconvenient it can be. However, I want to assure you that I will make every effort to provide you with information on the available options and guide you through the next steps that you can take.

You mentioned that you received an email stating that you needed to change your theme. Could you check to see if any additional emails were sent after your store went unavailable? If you’re able to locate an email, I recommend replying directly to it so it reaches the appropriate team’s queue.

If you’re unable to locate an email, I would then advise you to create a support request through the Shopify Help Center. Your account will need to be authenticated in order for our team to take a look at your admin/account settings and advise accordingly. The reason is, we are unable to authenticate accounts or provide account-specific support via the community forum. Creating a support ticket will be in your best interest so our team can investigate the issue.

To learn more about adding free themes and buying themes for your store, check out our resource below.

I hope this helps!