I have only had my Shopify account for 4 days, I am still on a free trail and my account store is showing inactive! I am really hoping I am not charged the 30/month when I couldn’t even get a real “free trail for 14 days”. Not sure what is going on but now I cant access the chat or any support numbers. I have sent an email and received no response. This is all very discouraging and confusing. I didn’t even get a message as to why my account overnight became inactive
Hi @earthb3ing
Thank you for reaching out about this. I can definitely see how important it is to get in contact with our live support team about not being able to access your account.
I can see that in your previous forum post that one of our support members shared the steps to contact our live support for you. You can review that reply here: No Live Support - Shopify Community.
Did you have any issues following those steps? If yes, please let me know what the last step you were able to get to was and provide a screenshot of the button or link you are clicking on as you access the help center.
You also mentioned that you did send us an email, was that through the Help Center or as a reply to an existing email from Shopify? Or did you attempt to send a direct email to support@shopify.com or something similar?
Our support system no longer allows for direct emails to be sent and that email address (or any similar ones) are no longer available. You can reply back to a billing email from Shopify to receive support or you can send us an email through the support options provided in our Help Center.
Please let me know if you need any additional assistance getting a hold of our live support team.
Hi Shay,
I did follow those same steps but when you have an active store it gives you more support options (phone, chat, email). Now that my store is inactive I only get one option (email)
I sent an email using the help center and submitted it through a form
Its hard to get support now that I am showing inactive. I have included a screenshot of what I am seeing when I go to the help center
I also tried opening another account and its showing inactive (the account has only been open for 1 hour).
I just don’t know what to do at this point, I need help, can someone call me
Thank you for that confirmation and I am glad to hear that you were able to reach out through the email option provided there.
In these situations, many times the issue needs to be resolved by an escalated team. Our escalated teams can only communicate through email to ensure there is a record of all communications being sent about whatever is going on.
Most likely this is a situation that needs to be resolved by our Business Operations team, they can take a bit of time to get back to you on this but rest assured that if you were able to submit a ticket through the Help Center you are going to hear back from them.
ok, the urgency for emails is a bit slower than a chat.
All the chats are transcribed can I be helped like that?
I’ve only had the account for 4 days? It doesn’t feel much like a free trail when there are already issues and I don’t want to be charged the 30 dollars when the account is inactive
Our escalated support teams don’t have access to our live chat, so live chat is not an option in most of these cases. If you were to chat or phone in, our support would just confirm that your email ticket has been escalated to the appropriate team but would not have any insight into the issue or resolution.
In regards to the billing concern, if the store has been frozen by our support team then all billing charges will also be frozen until the issue is resolved. You will not be receiving any billing charges at this time until the store is returned to you.
Thank you