Today our Shopify store, which is prepaid on an annual plan, was set to inactive without any notification to us. We have a support ticket in place, and we’ve been told just to wait and not reach out again, or out ticket will go to the back of the queue. I am being told it’s an accounts issue, today we tried to update the payment method for our apps (our exisiting bank account is closing in just over two weeks). We’re inundated with complaints from our customers, and I’ve asked what the interim solution is - Shopify says there isn’t one. Our US customers are now messaging our Australian store saying is there still a store in the US…does anyone have any suggestions for a solution, as Shopify doesn’t seem to care about this massive disruption to our business and the impact on our brand…from a customer that currently has 5 Shopify stores.
Topic summary
A prepaid annual US Shopify store was made inactive without prior notice, shortly after an attempt to update app payment methods due to a bank account change. “Inactive” here means the storefront is disabled/unavailable, causing immediate sales and customer service disruption.
Impact: Over 8 hours of downtime, numerous customer complaints, and confusion spilling over to an Australian store. No interim workaround was offered by Shopify.
Support status: A support ticket exists and has been escalated; the merchant was instructed to wait and not re-contact to avoid queue delays. The forum moderator confirmed they can’t handle account-specific issues in-thread and asked for the ticket number to verify routing.
Action taken: The merchant provided ticket #39727295. No further actions or solutions have been provided by Shopify in the thread.
Key terms: Help Centre (Shopify’s support portal), escalated teams (specialist support groups handling account issues).
Resolution: Unresolved and ongoing; unanswered questions include the cause of the inactivity and timeline for restoration.
Hi there, @BrookeMac !
Thanks for letting us know about this and sorry to hear you’ve encountered this difficulty.
I’d like to ensure you’re connected in the right place to get the support you need.
If you have already reached out for account support via our Help Centre here, and your query has already been forwarded to one of our escalated teams then no further action would be required on your behalf.
While we can’t provide account support here or comment on your support tickets, if you’re happy to share your ticket number with us here we can confirm this is in the right place for more info.
All the best!
Hey Don. I understand no further action is required on my behalf - my concern is Shopify is taking no action on our behalf. It’s just past midnight here in WA, and after having our US store made inactive for over 8 hours (possibly more) doesn’t seem to be a problem to Shopify. Here’s our ticket number 39727295. Brooke.