My Shopify is unavailable after I change another credit card
The ticket number is: 29468409
Hi, @karlla .
Thank you for reaching out. I am sorry to hear your having difficulties accessing your Shopify store.
We cannot access your current ticket through our community forum due to our security measures, but I can try my best to assist you. To clarify, is your Shopify admin unavailable or your Shopify store? If it is your Shopify store, would you be able to send the URL, and I can try accessing it on my end? To rule out a browser error, please try accessing your site or account on a new device, clear all browser data and cache/cookies, and try an incognito browser. I would also look into your domain to ensure it has not expired. If you are still experiencing an unavailable account or store, please let me know and we can look further into this.
Please let me know if you have any other questions!
Hi. My Shopify account is accessible. But the store’s Admin and Dashboard is not. Follow Shopify account store and email:
Hi, @karlla .
Thank you for sharing that with me.
I also received a message saying your shop is unavailable; this could be an issue with your domain. Do you receive an error when you try to log into your account through Shopify? If so, can you please send me a screenshot to look into this further? You will need to gain access to your admin for us to check your domain.
Please let me know if you have questions!
Yes, I can access the Shopify account (see attachment) - but I cannot access the store’s admin dashboard.
The error is not from the domain - the error is that the Shopify store has administrative access blocked or administrative access disabled.
If the error was in the domain, I would still be able to access the store’s admin panel.
Hi, @karlla .
Thank you for getting back to me and sending a screenshot.
I’m not exactly sure what is causing this as I don’t have access to your store through our community forum. Have you received any emails from us regarding your store? Please check your spam or junk mail as well.
Please let me know if you have any questions!
Talk soon,
I didn’t receive an email from Shopify about this inactivation.
I’ve looked in the SPAM folder and there’s nothing.
What email or website do I contact to resolve this?
Hi, @karlla .
Thank you for checking your email.
It would be best for you to contact our Support Team. You can contact our Support Team by email, live chat, or callback through our Help Center. You will need to log in, select your shop, search a topic, then click “Continue” at the bottom of the page to find contact options.
Please let me know if you have any questions!
Today completes 4 days of inactivation of my store.
So far, both on the forum and by email, support says that the Trust and Safety team will get in touch, but I haven’t heard back from them in my email.
It’s hard to understand why a simple credit card change inactivates an entire store.
Please ask the Trust and Safety team to contact me on my email. This online store is important to me.
I think Shopify support should be integrated, not departments that don’t have access to each other.
Hi, @karlla .
Thank you for that information.
I completely understand your frustration and urgency to get this resolved. I can assure you that Trust and Safety team will be in touch with you as soon as possible. The best way to communicate directly with the Trust and Safety team is to reply to their email once they reach out, and they will be able to answer any of the questions you may have.
Please let me know if you have any further questions and lookout for a response in your email from us regarding your store.
MY SHOPIFY STORE GOT SHUT OFF OUT OF NOWHERE WHEN I PUT A DIFFERENT CARD NUMBER TO PAY MY BILL
Hi, @samirmxn .
Thank you for reaching out.
Did you receive any emails from our team regarding your store’s closing? Did any errors come up when changing your credit card information? Can you provide your URL so I can take a look on my end? Once I have more information, I will be happy to help look into this for you.
Please let me know if you have any further questions!
Talk soon,