Why is my account locked and how can I regain access?

Shopify Discussion

Topic summary

Account Access Issues:
Multiple users report being locked out of their Shopify accounts, encountering error messages like “The store is unavailable” or “oops something went wrong” when attempting to access their admin pages.

Official Support Response:

  • Shopify Community moderators cannot provide account-specific support through the forum
  • Users are directed to contact Shopify’s support team directly via provided links to create support requests
  • One user confirmed this approach successfully resolved their issue

Store Deactivation Case:
One user reports repeated store deactivations for violating Shopify’s Acceptable Use Policy (AUP), with accounts being locked before they could process any orders. In such cases:

  • Stores are removed from the platform
  • Pending payouts are held by the payment processor for typically 120 days
  • No specific violation reasons were provided in the thread

Status: Issues remain unresolved in the forum; users must pursue individual support channels for account-specific assistance.

Summarized with AI on October 31. AI used: claude-sonnet-4-5-20250929.
1

Hello shopify … My account locked and I can not get its access back although I am the owner of the account i cannot get logged in .. I do not get any spam emails or error messages .. When I try to log into my admin page

… The pages say The store is unavailable and give a hazard sign and says oops something went wrong .. I am frustrated shopify this is my second time I am getting this issue please shopify solve my problem as fast as it could So I could get an order

2

Hey, [email removed]Abdullah1562! Welcome to Shopify Community!

We’ll need to access your account in order to investigate this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, our support team will be happy to continue assisting you. Please visit https://shopify.link/o71x and log in to your account to create a support request.

After visiting the link and logging in, you’ll be prompted to select the topic of your concern so we can connect you to the right articles and support team. Once you do, you’ll be able to find the options for support below the help docs that are presented to you.

Since this is the next step I’ve marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

3

Thank you very much for such a detailed explanation, thanks to you I was able to solve my problem.

4

My pleasure, @Claudia024 ! I’m glad to hear that. Thanks for leaving a comment to let the community know this solution helped!

5

Hi Summer

I need you help as I still cannot access my account. When I go to load the page it says “there is a problem loading this page”. Can you help me.

Regards

Adrian

6

Hi, @TATool !

Thanks for reaching out. We’ll need to access your account in order to investigate this issue further. While we’re not able to provide account-specific support via social media at this time, we’d be happy to continue assisting you through our Help Center. Please use this link to start a live chat with our team.

Please let me know if you have any other questions!

7

Payouts are typically held for 120 days.

8

We have deactivated this store because it is in violation of Shopify’s (AUP). As a result, it is no longer hosted on our platform and the full amount of your store’s pending payouts will be held by the processor. Payouts are typically held for 120 days.

Can you give me a reason? Every time I create it and don’t have time to use it or have an order, my account is locked.