I have a paid annual subscription through Feb 2024. Our website is down and showing as invalid. Customer support is useless. We’ve opened a case and they don’t respond. Shopify disconnected all of their phones. What do we do?
Topic summary
Main issue: A merchant with a paid annual Shopify subscription (through Feb 2024) reports their storefront is down and marked invalid/inactive. They say support isn’t responding and phone lines are disconnected.
Support response: A Shopify staff member says a support ticket was created and likely escalated. They advise checking and replying to the email tied to the ticket, noting escalated teams communicate only via email. They add that the forum cannot handle account‑specific issues and that Shopify prioritizes async (email) and chat channels for support over phones.
Merchant impact: The merchant calls the reply a canned response and says they cannot process returns. They expect customers to file credit card “A to Z” claims, leading to reputational and financial harm, and allege Shopify is driving them out of business.
Actions/next steps:
- Check inbox for the support ticket and reply via email to reach the escalated team.
Status: Unresolved. No cause, fix, or timeline provided in the thread. Key questions about why the store shows as inactive and when service will be restored remain unanswered.
Hi, @AZ271 .
Welcome to the Shopify Community.
I can definitely understand the urgency to have this resolved and rest assured I’ll do my best to share what next steps you can take.
You mentioned that you contacted our support team and a case has been opened. When contacting our support, a support ticket would have been created and it is likely that your request has been sent to one of our escalated teams. Could you check your email inbox for the support ticket and reply directly to it? This will ensure it’s received by our escalated teams who communicate solely via email. Through our community forum, we are able to support non-account-specific queries as we do not have access to authentication tooling.
Lastly, I would like to advise that the merchant experience has always been and continues to be our first priority. We’re always looking at our service offering to ensure it continues to meet the needs of all merchants. Async and chat are our most efficient and effective channels for quickly and effectively providing support to merchants, this includes ensuring you can get quick access to resources and other support teams. At this point in time, we’re prioritizing these channels due to the visibility they give us into your journey/experience with us to date, and the ease that we can then connect you with other resources and teams as needed.
If you have any further questions, please feel free to share them here.
Your canned response is useless. In the meantime I have customer returns that I can’t process and customers are furious. They will go to their credit card companies and open A to Z claims. This will damage our reputation, business and credit. You are driving us out of business. This is what Shopify has become.