Why is my online store suddenly unavailable?

Shopify Discussion
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1

My store xxx is currently unavailable. I just added credit card details and tried to go live and it stopped working. Not sure what went wrong. I am not able to login to admin or create a new support request either.

Can someone please help?

Thanks.

2

Hi there @yogendra123 .

The first thing to do here is ensure this is not a local device or browser problem. Can you please carry each one of the following steps to rule this out?

  • Clear your cache and cookies on your browser. After this, completely reboot the browser.
  • Try on another web browser or an incognito window.
  • When using incognito, if you are still experiencing a display issue, confirm you have disabled browser extensions as these can change how the pages look.
  • Try another device or on the Shopify Mobile app.
  • Try another internet connection (example, switch to a cellular network on a phone rather than wifi.)
  • Ensure there are no pop ups being blocked in the web browser.
  • Ensure you do not have any firewalls or pop up blockers enabled on the device

If the problem still persists after all this, then the next best step is going to be to reach out to our live support team. You do not have to be able to access store login to access support, you can click “continue without logging in” to bypass this step if you prefer. Our live support via phone, chat or email can be reached via our support portal here. Simply type your query into the “ask about a topic” bar, then hit continue to support to access. Here’s a video showing the steps in action. Best of luck to you!

3

I tried above mentioned solutions but it didn’t help. I am sure my account is automatically suspended for unknown reasons. I also tried opening it via primary domain - XX

It is not working. Can you please check and tell me?

Thanks.

4

I’m afraid I have no access to store or information about accounts here on the community forums, however you can immediate help via our live support. You do not have to be able to access store login to access support, you can click “continue without logging in” to bypass this step if you prefer. Our live support via phone, chat or email can be reached via our support portal here. Simply type your query into the “ask about a topic” bar, then hit continue to support to access. Here’s a video showing the steps in action.

This team is best positioned to have access to your access, and will be able to help directly.