Why is my online store not accessible after setting up a domain?

Shopify Discussion
1

Hello everyone,

Recently I’ve been facing a problem accessing my Shopify store, this occurred shortly after trying to set up a domain. My store is currently inactive.

I tried to access support but got the error “There’s a technical problem with the Shopify Help Center that prevented this page from loading. Please go back to the Help Center homepage or try reloading this page.”

I’ve looked through previous discussions in hopes of a fix but nothing seems to work.

Clearing my cache/Restarting my browser doesn’t work.

Using a different browser doesn’t work.

I’ve checked my email, and spam folder but nothing pops up.

I’d appreciate any advice anyone may have on this issue

Thanks.

2

Hi @surf4life28

Thank you for reaching out in our community forums about this. I definitely want to help you get connected to our support team and to ensure that your business account doesn’t have any issues.

If you aren’t able to sign into your store admin and you are also seeing issues in our Help Center then this could be an ISP (internet service provider) issue or a browser/device issue. If you are able to, can you please try connecting to https://help.shopify.com through a mobile data plan or alternate internet connection? Also trying on your mobile device or another device in your home is a vital troubleshooting step.

Are you able to sign into the Shopify mobile admin app? Shopify Mobile App - Download Here

You can also try signing in through the browser on your mobile device as well. Please let me know what you see once you try those steps. If you have screenshots of any error messages, that will really help me in troubleshooting this with you.

3

I can only access up to this point:https://prnt.sc/H1Jl-tr8_bXF

Ok, I click my store, and this pops up: https://prnt.sc/VrpyvYAXAy5G

It states I don’t have permission to view this page, However, no other account other than the one listed is connected with this store.

This occurs on both desktop and mobile devices.

I’ve also tried using a mobile data plan to access it.

4

Thank you for the screenshots!

I see that your store is currently listed as inactive. If this is not something that you actioned yourself, then this could mean that your business was deemed not suitable for the Shopify platform. If you have not received an email communication about this then we definitely want to connect you to our authenticated support team.

Even if your store is showing as inactive, you should still be able to finish connecting to our chat support team. Please follow this link: Shopify Help Center and type into the AI Chat “Contact Support”. Follow the prompts to sign in and choose your store to get connected.

If you do experience any issues with that, please do a full browser cache and cookie clear and try once more.