Note
If you’re a customer of a store you believe to be using Shopify and you see the “Store Unavailable” error, then please refer to FAQ: Your Online Order.
### My store is unavailable / I’m locked out of my store
When attempting to log into your store, or attempting to sign into the Shopify Help Center you see the following error:
Possible causes may include:
- Selling a restricted product - Shopify Acceptable Use Policy.
- Possible violation of the Shopify Terms and conditions.
- Your payment method may have expired.
Due to security reasons, Shopify staff supporting the Shopify Community are unable to access your store as they are unable to verify your information. Contacting Shopify Support is the only way to resolve this issue.
If you have a ticket created with Shopify Support
A ticket is when contact has been made between you and our support team. In some cases, our support team will have reached out to offer support or request information from you. Please check your inbox, spam folders and email filters, to see if a member of our team has reached out. Each ticket has a ticket number (#) which you can reference it with, for example, #12345678
- If yes, continue discussing this with the support agent on this ticket.
- If no, please follow the steps in the section below.
What can I do next?
- Go to the Shopify Help Center
- Click “Can’t log in to your Shopify account”
- Click “I still can’t access my Shopify store” on the password recovery page
- Click “Select one of the available support options under “Get Support”” to connect with our support team
Note: The wording in the provided screenshots may not match with what you see due to improvements made in this process. If you believe the content is outdated, then please report this post so we can make the necessary changes.