FAQ: Why is my Store Unavailable?

Nick
Community Moderator

Shopify is a multi-channel commerce platform that lets you start, grow, and manage a business. You can sell on the web, mobile, social media, online marketplaces, brick-and-mortar locations, and pop-up shops. Stores on our platform are independent businesses and Shopify does not oversee order management, fulfilment, or shipping.

We want all store owners to be successful with their business by using the Shopify platform. On occasion, some store owners may not be able to access their store admin. 

Let’s explore how this may look, why this may happen and the steps to take if this does happen:

My Store/Shop is Unavailable / I’m Locked out of my store

When attempting to log into your store, or attempting to sign into the Shopify Help Center you are shown an error similar to the following:

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Possible causes include:

  • Your Credit Card may have expired.

Do you have a ticket created with Shopify Support?

A ticket is when contact has been made between you and our support team. In some cases, our support team will have reached out to offer support or request some information from you. Please check your inbox, spam folders and email filters, to see if a member of our team has reached out. Each ticket has a ticket number (#) which you can reference it with, for example, #12345678

  • If yes, continue discussing this with the support agent on this ticket.
  • If no, please follow the steps in the section below.

Why is Shopify Support unable to give me more information?

For privacy and security reasons, we are unable to discuss an individual store with anyone other than the store owner, in a public discussion forum.

What can I do next?

Since you are unable to sign in to your store, or the Shopify Help Center please use the Continue without logging in option that is shown which will enable you to contact support via live chat, or email.

If you click the above link and are still unable to log in, first select "Continue without logging in", and then select “I don’t have a shop” at the channel select stage to contact the support team.