My Shopify website has been down and my backoffice inaccessible for now 5 days

Technical Q&A
1

My Shopify website has been down and my backoffice inaccessible for now 5 days.

I contacted Shopify support 5 days ago. Still no answer from them.

I have been a shopify merchant on the “advanced plan” for 8 years, paying 7-digit fees. It is not a way to treat your customers. I’m losing money, you are losing money and my customers can’t access my website. And all of this for no reason. It makes me want to switch to another plateform!

It all started when I tried to re-add my bank card, which was not working anymore with Shopify, whereas it was and still is working with everyone else. Since then, nothing is working.

I already lost about $30k in missing revenue and useless marketing spend.

Can someone help me solve the problem? My website is www.slidebooks.com and my shopify URL is executive-slides

2

Hi Aurelien,

This looks like an internal error that was caused by the card processing code. With that much revenue on the line I’d build a backup store in case something goes wrong with the main one.

1 Like
3

Yes, you are right. But that’s crazy that Shopify shut down the website without giving me a reason and didn’t get back to me for now 6 days!

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4

That is definitely slow for a problem which effectively disables your store. It seems like the issue has to be fixed by the backend people at Shopify, and hopefully they will get back to you soon. Let me know if there’s something I can help you out with in case the issue persists. Feel free to connect via LinkedIn. Kind Regards, Michal

5

Hi there, @AurelienD .

I’m very sorry to hear about your issue, this is definitely not the experience we want our merchants to have.

You mentioned that you got in touch with our Support team, was it through the Help Center? Do you have a ticket number? If you haven’t yet, you can reach out to our live Support team using that link, and we’re available 24/7 by live chat, email, or callback. I definitely want to help this issue get resolved, but I’m unable to provide account-specific support through the Shopify Community forums. However, if you reach out through the Help Center, our team will be able to look into your account and see what the issue is.

Please let me know if there’s any more information you can provide me and I’d be happy to help you out further.