My store became inactive while in the trial period. i am not sure why
There could be many reasons, take a look at this blog post on why the Shopify store may become unavailable.
https://community.shopify.com/c/blog/faq-why-is-my-store-unavailable/ba-p/1077560
Hi, @Yoyo7!
I just want to ask a couple of questions so I can direct you on the next best steps.
Are you able to access your Shopify admin at all or have you been restricted from this?
Have you received an email at all from our Shopify team?
I am able to log in to Shopify I’m not sure that this is the admin page but it is as far as I
can go. No, i haven’t received an email for the Shopify team yet
I am able to log in to Shopify I’m not sure that this is the admin page but it is as far as I can go. No, i haven’t received an email for the Shopify team yet
Hi, @Yoyo7!
Thank you for sending that screenshot through to me.
Has it been 14 days since you first began the trial as it may be a case of the trial expiring and you had not yet selected a paid monthly plan?
When clicking on your store on that page you had sent through, does it bring you to a page requiring you to select a plan and pay an invoice?
it hasn’t been 14 days yet i should have about 9-10 days left. when i click my store this is the only thing that shows
Hi, @Yoyo7!
Thank you for clarification. This is quite strange as you have mentioned your store still had 9 - 10 days left of the free trial.
Have you tried reaching our Shopify Support Advisors at all to take a look in the back end ? This definitely sounds like an account-specific issue so this would definitely be the next best steps from here! Our Support Advisors are able to authenticate you through their channel and look specifically into your account which is a limitation we have here on Community Forums.
Rest assured, they will be able to provide an insight for you into what has happened to your store.
I’m having the same issue Yoyo7, mine was shutdown right after I purchased the $1 plan. Were you able to get yours back up and running? I tried reaching out to support, but unfortunately Live Chat isn’t available on my end right now.
Hi, @3theral!
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Have you received any communication via email from our Support team at all?
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Are you able to login to your store at all or is it just the website storefront that isn’t working?
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Since the Live Chat is unavailable, were you able to get the Callback option?
Hey Nia, I don’t have the option for a Callback, unfortunately. The only option I can see is Live Chat, Community or Email. I’ve Emailed them 3 times today with no response and did 3 Live Chat’s today and that was no help either. Can you please help me escalate this to a specialist? I don’t think Shopify is taking this seriously and it’s a really urgent situation.
My entire store was shutdown when I attempted to pay for the monthly plan after my trial was coming close to expiring. The payment was successful and charged my bank account, so I’m not sure what the issue is and why my account was deactivated afterwards. I still have access to my Shopify Account, just not my actual store and it says my store is deactivated.
Hi, [email removed]3theral!
Thank you for providing that information to me. Are you able to tell me what the Support Advisers have told you as a result of the three live chats you’ve had already? This should already be escalated if you have already reached out via livechat (depending on advice).
Could you also send through a screenshot of the page that is showing as deactivated for you? (Please blur out any sensitive information)
Hey Nia, thank you for the help! The Support Advisers from the previous 3 Live Chats just said that there was nothing they can do to help me and said I would have to wait to hear back from a Specialist while they investigate the problem. They did add a note to my Support Ticket to let them know I’m eagerly awaiting a response, but that was about all they could do for me.
Here is a screenshot of what happens when I try to go to my store:
Hi, @3theral
I appreciate you sending those screenshots through. When you click on your store under Inactive Stores, what message appears for you?
The advice that our Support Advisors have given you is the correct advice as the specific team dealing with your account are the only ones able to provide you with information. I understand this is an issue you’d like to have fixed ASAP and our team are working as fast as they can on the current queue. I can help as best as I can through these forums but it may come down to awaiting a response from the internal team.
In the mean time, I do appreciate your co-operation thus far!