Store inactive cannot access billing team never responds HELP

Technical Q&A
,

Topic summary

Main issue: A merchant’s Shopify store became inactive after 6+ months of non-payment. They cannot access the store or make a payment to reactivate it.

Contact attempts and status: The merchant contacted live chat support 3+ times and was told the billing team would investigate and email them. After 3 months, no email has been received. They also couldn’t attach a screenshot to illustrate the problem.

Constraints: Access is blocked at the login/reactivation screen; payment cannot be processed from their side. The missing screenshot may limit diagnosis, but the core problem appears tied to billing and account status.

Response from community: This is an account issue (requires internal account access). Only Shopify Support/billing team can provide details or resolve it. Suggested action is to keep following up on the existing case.

Current state: Unresolved and ongoing. No decisions or concrete outcomes yet; the merchant is waiting for the billing team’s response.

Summarized with AI on December 16. AI used: gpt-5.
1

My shopify was inactive for over 6 months and i did not make payments, my shop became inactive, i have spoken on the chat over 3 times to agents, they have told me the ‘billing team’ will be in touch to investigate and will email you, has been 3 months since and i have recieved NO emails, this is horrific shopify is falling apart customer service is complete garbage.

Can anyone help me get back in to my shopify and get my website back?

This is the screenshot that keeps popping up i cannot access my store or make any payment

Wont even let me attach a screenshot awful.

HELP ME!

2

Hi @laxwatches

This is an account issue so the only one who can further help you or give insights are Shopify support team as they have a better view of your account. I suggest that you follow up your case from time to time.