I have been building my site for the last few months, and have have just launched for pre-sales, and done a bunch of marketing via instagram with produced video at a great cost.
Yesterday i started getting emails from customers saying my website is down. I can’t even access the Admin. When trying to login it says site is “inactive”
I never received an email from shopify saying a reason.
My last bill was on Dec 28th and was successful. Standard themes, nothing crazy, a couple of instagram apps. No editing in the last few weeks.
Shopify support have been useless so far, half pleasantries, half computer generated script. No actual support - but it has been “escalated” and will get back to me with in 72h which is unacceptable for a paid service that is essential for an online business.
If I do not get a my site back up in the next few hours then i will have to move it to Squarespace - otherwise thousands of dollars of marketing have gone to waste.
Thank you for sharing the ticket number here - I was able to have a look and I can see you have already taken all of the right steps in reaching out and discussing this with our team.
The team is currently working on this for you, and so you should have a response from them ASAP.
It is normal that there is a wait time, so for now please keep a close eye on your emails, as well as your spam/junk folder, as sometimes our emails may land there.
What is the compensation for when this happens? Looking through the forum it looks like this has happened to multiple people.
People’s livelihoods are at stake. Your customers trust this service, invest thousands of dollars in marketing, and hundreds of hours building their store only for it to be taken away without cause or even notification.
Can you please escalate this, i need my store back up and running ASAP.
I am having the same problem where I can’t access my store and it says it is unavailable. Did you get it fixed? And how long did it take I contacted support about a week ago and I still have not gotten any reply. I also did not get any email for the reason why.
