Hey there, does anyone know how I can restore my new store? I purchased a monthly plan before my trial period expired on a new store and suddenly my entire store was shutdown and now says it’s “inactive”. I’ve tried reaching out to support, but I’m still waiting for a response. Live Chat is unavailable on my end, so I just sent an Email Support ticket in.
I’ve been using Shopify since 2016 and have never encountered this, so hopefully I can get this resolved soon.
Hi there, @3theral .
I definitely understand how important this is. You are correct that reaching out to our support team is the fastest and best way to get answers around what is happening here, as this is the only team who will have authenticated access to your account.
You mentioned you do not have access to chat support? That should not be the case, all our merchants have 24/7 access to live support chat at all times. Our live support can be reached via our support portal here. To get the chat option to appear, you must first login to your account then select the topics that apply to you when prompted then select chat here when it appears, it should look like this:
You mentioned you have had another store since 2016, and this is a new store is that correct? That’s awesome that you’re growing to a second store! Once we get your access to this new store applied again, at what point will you be in the store set up process? Is there anything I could help you out with?
I hope this helps, thank you!
Hey there Ivy, thanks so much! I tried reaching out to Chat Support as well and it looks like they’re investigating the issue. I’m just not 100% sure why this would have happened, because I checked my bank account and the pre-authorized charge from Shopify is showing up, so I know it didn’t decline my card when I selected a Shopify Plan. I figured maybe your system automatically shutdown my store due to a declined payment (since I lost access after I attempted the payment), however, everything looks fine on my end and the transaction is showing up.
It could just be an automatic account verification/review triggered by your credit card being used for a different store other than the one it is usually used for - Any kind of unusual behavior like this that could be fraud, can trigger a routine security review. If this is the case, it should be cleared for access once our account access/fraud team has a look and see it is not a case of fraud here!
Thanks Ivy! How can I get my issue escalated, please? It’s been nearly 24 hours and I haven’t received any help on getting my store reactivated yet. This is a pretty serious issue to face as a business owner and I hope they will get my account reactivated as it’s definitely a glitch with your system. However, looking at other threads on this forum, it looks like this is a common issue where dozens of business owners are experiencing this and haven’t received a resolution. Some are saying they’ve waited weeks and Shopify Support hasn’t helped them reactivate their store at all. I’m just shocked, what happened to the excellent customer service that Shopify had 5-6 years ago? This type of problem usually would be solved within minutes, not weeks.
Still no help from support after 24 hours, can anyone from Shopify please reactivate my store? I’ve tried chatting support 4 times, sent 5 emails, and wasted my entire day on this. I’ve been using the Shopify platform for 6 years for several businesses and I definitely deserve a higher level of support than what you’re providing. Shutting down someone’s business without warning and not offering an immediate resolution is unacceptable, especially since I’ve given your team 24 hours and nothing has been fixed.
The escalation needed to resolve will have already been done the first time you reached out to support regarding this. You mentioned chatting in 4 times and sending 5 emails regarding this - I would advise against doing this, as when multiple tickets are created around the same issue it can actually end up slowing down the process instead of speeding it up. The best way forward here is to reach out on the initial ticket only for all communications.
Generally speaking, a reply from the escalated team will be made to you via email and this usually takes between 24-72 business hours. I absolutely understand this is important to you, your ongoing patience is appreciated greatly.
It’s now been nearly 48 hours and nothing! Incredible how Shopify Support doesn’t care about it’s users anymore, especially business owners who have used the platform since 2016 for multiple businesses (Which my businesses alone have helped generate thousands and thousands of dollars for Shopify in fees since I’ve run 7 Figure Businesses). But nope, you still shut my new store down for 48 hours and expect me be be okay with it? Guess I’ll file a BBB claim and jump ship to WooCommerce then. Sick to my stomach over this situation, can’t believe what Shopify has become. Unprofessional, disrespectful, and a complete letdown. No other company has left me in the dark for 2 DAYS!!!
Paypal is literally the most unprofessional and trashy company in the world when it comes to E-Commerce, but at least they respond to phone calls and emails. What a joke.
Here’s an update for anyone following my nightmare journey with Shopify! Support reactivated my store after waiting a long 48 hours for assistance, but they finally pulled through and did it. However, my store was instantly deactivated AGAIN! For some reason, Shopify’s system won’t accept my payment. I’ve tried two different cards, and both times it’s been declined and led to my store being deactivated with no option to make a payment again. So I’m waiting for support to give me a third opportunity to try making the payment on this store, it’s ridiculous that their system literally closes stores when a payment fails, why can’t we attempt a second time? I just don’t understand.
I’ve been using Shopify since 2016 for multiple businesses and I’ve NEVER had any issues like this, this is just shocking to experience as a business owner and I can’t believe how long it takes to hear back from support on such an urgent matter.
