Hi, I hope all is well with you. My website says its down and inactive. I submitted a ticket but no one has yet to help! Ticket number is 30148323
Hey, @jnahas ! Welcome to Shopify Community!
I’m glad to hear you have created a support ticket. The best course of action for your concern is for us to access your account and investigate it. We’re not able to provide account-specific support via the Shopify Community at this time, so creating a support ticket through our support page is the ideal next step.
If you reached out to us via email, please expect a response within 1-3 business days. You’re welcome to create a support ticket via live chat or callback for a more immediate response or an update and you may do so by visiting the support page.
Hi, I am unable to access my account and live chat won’t work!
@jnahas You may be experiencing a local issue if live chat isn’t available after logging in through the support page. Local issues are triggered by something on your device or your surrounding circumstances and they can be fixed by local troubleshooting. You can try the following local troubleshooting steps and attempt to reach us via live chat after each step to see if any of these resolve the problem.
- Clear the cookies and cache of your browser. After this, completely reboot the browser.
- Try a different web browser, as well as an incognito window or private browsing window to rule out any browser issues. When using incognito, if you are still experiencing the error, confirm you have disabled browser extensions as these can change how the pages look.
- Ensure the web browser is up to date on the latest version.
- Try another device, such as another computer or mobile phone.
- Try another internet connection (switching to a cellular network on a phone rather than wifi, for example).
- Ensure you do not have any firewalls or pop-up blockers enabled on your device as these can interfere.
If the chat still isn’t available after going through local troubleshooting, you may try creating a ticket without logging in. You can log out of the support page by clicking your name on the upper right-hand corner of the page and clicking Log out. Visit https://bit.ly/3cJkx8V again and select Continue without logging in. This will allow you to create a support ticket via live chat. The support advisor you speak to will help you go through an alternative authentication method then.
Hi Summer, thank you so much for the help but I tried what you suggested and had no luck. I emailed support on April 18th initially and no one has helped with the problem yet!