Why is my online store inactive and unreachable?

Shopify Discussion
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Why is my store inactive and I cannot access it at all

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A failed monthly subscription payment may be the cause of your store being offline. If your payment is over due for more than 30 days, the shop will become dormant. The steps to activate the store are as follows:

  1. Use the admin email to log into your store.

  2. Check settings for any outstanding bills and pay them.

  3. The store will be reopened.

The Shopify live chat is the fastest way to contact support if you don’t have any bills that are due. They’ll support you in this.

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Hi @Tyc57

Welcome to the Shopify Community.

I can see that you are having some trouble accessing your store - I’d be happy to help point you in the right direction to receive help.

When you log in to your store, are you seeing any errors or warning messages there? If the store is frozen as @Dexman mentioned, you would see an option to select a plan and pay your bill when you log in - are you seeing anything like that?

There are some other reasons why a store might become inactive. Have you received any email correspondence from us? It would be a good idea to check your email inbox, including any spam/junk folders you may have. If you did receive an email relating to this issue, then replying to it with any relevant info will be the best next step to take.

If you have not received any emails and your store is not frozen due to an unpaid bill, then it would be a good idea to reach out to our support team using this link here. I would love to be able to find out more specific information here for you, however we do not have access to your account in the Shopify Community. Using the link above will allow our team to authenticate you and take a closer look.

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Yes

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I haven’t received any emails, I have reached out to support and haven’t gotten any answers yet. Can’t even get in to check if there’s any payment issue

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Hi @Tyc57

Thanks for getting back to let me know.

I can see you haven’t received any emails from us yet, however you have reached out to our support team. I understand that you cannot access your account to check for issues yourself, and that having to wait is not ideal - however it can take a few days for the relevant team to process your information and reach out to you with more info.

For now it sounds like you have done everything correctly, so I would advise keeping an eye on your emails and awaiting our reply. If any more information is required from your side our team will let you know.