Do you still have access to your store backend?
Topic summary
Multiple merchants report their Shopify stores being marked inactive, losing access to the admin, and receiving limited or no support follow-up despite having funds and active plans. One merchant notes the issue appeared right after their first order.
Support attempts include multiple emails and live chats that were “escalated” with promised email responses that never arrived; one user later lost access to chat entirely. The original poster confirms their plan did not expire and they switched to a paid plan during the trial with funds available.
A Shopify staff member asked for ticket numbers, escalated the original case internally (ticket 30284396), and advised others to contact support via the help portal, check domain settings if admin access exists, and reply directly to ticket emails. Staff confirmed cases are under review but could not provide an ETA.
Latest update: another merchant’s ticket (8295acec-cf38-4b0a-adb0-bad76341726d) remained unresolved—first five days, then over a month—prompting a request to download their site to leave the platform. No resolution yet; the issue remains open.
Action items:
- Provide/reply to ticket emails; contact Support Advisor via help portal.
- If admin accessible, verify domain settings in Settings.