Hi, I understand this is a discussion forum but I gotta do something to get the Shopify support attention. I went through so many steps but was absolutely unable to get any help from the support team. I saw people open threads up here to ask about their store being deactivated for no reason even though the bill was paid. Then, the Shopify support team just pastes the same answer saying “sellers need to contact support, create a ticket, yada yada yada”… Uhmm… yes we did, but there was still no specific answer from them.
I would love to escalate ticket number
All my bills were paid. Shopify charged my card for monthly fees. There were no issues and the payment went through. I have no idea why my store is inactive. I have so many orders that I have to fulfill. The customers paid me, I don’t want them to think that I’m trying to scam them because my website just disappear out of the blue and nobody from Shopify support gives me an answer at this point.
Thanks for posting to the Community Forums. I absolutely appreciate how frustrating this situation is. Unfortunately, as this is the community forums, for account safety and security we can’t access tickets, nor accounts. Therefore, there is no option for us to escalate your ticket from the forums.
Additionally, email support is quite delayed when it comes to responses, and some context could be missing that is slowing our teams response. It’s always best to reach out via our live support options. This way, our advisors can reach out directly to our Risk Team to learn more about what potentially occurred causing your account to be deactivated.
To reach out via live chat, visit our Help Center.Once here, type your request in ‘Ask about a topic’, scroll down to ‘Get Support’, and then click ‘Continue.’ You should see an option to 'Continue without logging in’ This will allow you to reach our team via Live Chat where you can discuss the situation in real-time.
When it comes to your charge, if a store is deactivated by us we generally refund the charge from the month when the store was deactivated. If you aren’t successful in recovering your account you should see a refund of the subscription in the coming days.
In the meantime, if you need any additional support, kindly provide a screenshot of the email you received from our team when your store was deactivated. When uploading the screenshot please remove any sensitive account information such as the store name, ticket number, etc. This will help me better understand why our team removed the account.
There was no chat or phone support option available. I have not received any email from Shopify explaining why my shop was deactivated. It’s been more than a week and nobody helped me.
The process for receiving support is definitely tricky. However, I assure you chat is always available whether logged in or not. To make sure, I checked our support options via an incognito browser and was able to access live chat.
The below screenshots might help you access chat easier!
