My site was working fine until a few days ago, and now I’ve been seeing this message ever since.
I contacted Shopify support and received this message on June 22, but have not received any follow-up since:
After investigating this further, I can see that there is an issue that will need to be addressed by one of our escalated support teams. To insure that this is seen to as quickly as possible, I will escalate a request to this team right away so that they can reach out to you directly. While I can not advise on an exact response time, this team strives to reply to requests within 24-72 hours (respective of business days) however in times of high volume, this may be delayed. I do appreciate your patience in the mean time and can assure you that someone will reach out to you at this same email address with more information regarding the account.
And I am blocked from accessing both the front-end site and the Shopify backend, so I can’t even connect directly to customer service through chat.
Anyone have any insights on what I can do to expedite the situation? I’ve got a shop down for a week and it’s become a seriously business-critical issue for us and I can’t get anyone at Shopify to tell me how i might remedy.
Hi, @captainbunch .
Welcome to the Shopify Community and thanks for sharing your question here.
I understand that currently, you’re unable to access your Shopify admin and storefront as you’re seeing the message Something went wrong. This store is unavailable. Rest assured, I’ll share the best next steps to have this looked into.
You mentioned that you’ve previously reached out to support, and received an initial response but are awaiting further correspondence. As per the message you shared above, it looks as though your initial request has been transferred to an escalated support team.
I recommend replying directly to your existing ticket for further information regarding the inaccessibility of your account. This is due to the fact we are unable to authenticate or provide account-specific information via our Community Forums.
Our internal team will be able to take a look at your account settings and provide you with the correct information. I’d also keep an eye out on your inbox, spam and junk folder for a follow-up email from our team. We truly understand how important this is for you and our team is actively looking into this.
If you have any non-account-specific questions you’d like us to look into, feel free to share them here!