I found our store turned into an inactive store in the morning. I suspect it was caused by the misoperation of our employees in the morning. Specifically, when we were editing the credit card, our colleagues just opened the agent. Although it was an identical credit card, shopify still closed us. I want to know whether other people have the same situation and whether they can finally complete the appeal. Thank you.
In addition, the official staff of Shopify, for this situation, whether they can close the credit card first rather than the whole store, without even communicating in advance before closing?
Thanks for reaching out here in the Shopify Community to share your concern here.
Not to worry, as we can take a look at what might be happening here with you!
Would you have been contacted by any of our teams about the status of your store?
Try checking in your account owner email address to see if you’ve gotten an email out from the team, being sure to check your spam or other folders as emails like this can be filtered there by some providers.
After this happened yesterday, we immediately sent an email from the help center to the support team, but now there is no formal reply, which makes me feel very depressed and uneasy
It has been four days, but my store still has no formal team to deal with it. It has always been stuck in the progress of “I will communicate with relevant teams”. The only thing I don’t quite understand is this progress. It has always been said that we need to queue up, but this speed has obviously hindered the improvement of our team’s performance. We will lose a lot of money every day, This does not bode well for the Shopify team either.
Oops, same problem as last time（Ticket id is 30826066）
In the morning, I found that our store displayed “inactive” again. We guessed that the reason was the same as the last time the store displayed “inactive” where there was a problem with the IP address when editing the credit card. We want to explain this: we are Chinese sellers. Sometimes we need to access the fixed website through VPN, but we mistakenly opened the VPN when editing the credit card, This causes the Shopify platform to recognize different IP addresses.
It is for this reason that we have made a profound reflection, imposed strict restrictions on our operators, and supervised and improved the process. We hope that Shopify can help us reactivate the store.