Why is my online store suddenly unavailable?

[year2kapparel]

hope this message finds you well. I am writing to seek urgent assistance with a critical issue I am facing with my Shopify store

I am currently experiencing the following problem: When attempting to access certain pages within my Shopify admin, I receive the following error message: "Your account doesn't have permission to view this page. Try using a different account or going back to the Stores List page."

I have taken the following steps to resolve this issue:

1. Cleared cache and cookies.
2. Tried accessing the page from different browsers.
3. Checked for any pending updates on my account.
4. Ensured that I am using the correct login credentials.

Despite these efforts, the problem persists, and it is causing significant disruption to my business operations. I am currently running ad campaigns, and this issue is not only inconveniencing me but also affecting the customer experience on my website.

I urgently request your assistance in resolving this matter as soon as possible. Time is of the essence as my business relies heavily on the functionality of my Shopify store. Please let me know what steps I should take to regain access to my account and resolve this issue promptly.

Your prompt attention to this matter is greatly appreciated. Thank you for your help in advance.

PS Im burning ads money and people are being redirected to "Unavailable Shop"

[Erin]

Hi, @year2kapparel. I completely understand why you want this resolved as quickly as possible and I'm happy to share some information to help you out with this.

To clarify, are you still able to access your Shopify admin and are having trouble with certain areas of your admin? Or are you seeing these error messages as soon as you try to log in? I just want to make sure I'm fully understanding so that I give you accurate advice going forward.

Typically with errors like this you would need to speak with our support team through the Help Centre here. The reason for this is that we can't see any of your account information here over the Shopify Community. That being said, if you speak with us through the page I shared we would be able to review this with you in more detail. In this situation I'd also recommend you double check your emails for any emails from Shopify about your account. If there is an issue with your account, that is where we would usually reach out to you with more information or any next steps to fix it.

Please let me know if you have any questions in the meantime!

[year2kapparel]

 Hi Erin, 

Thank you for replying to my thread. I can definitely login, however I can see my shop is suddenly "inactive" and when i try to click it – Im seeing this

There was not email or any notice to me regarding my account. I just paid my bill last Aug 23 so I know for sure its not about the subscription plan.

[year2kapparel]

Any updates or help from this? my website is still down, my ads are still running(If i pause or turn it off the learning stage reset). I also have apps that I want to cancel inside app. I wish Shopify would atleast notify us via email on whats happening but nah, got no emails(checked the spam folder), got no reply from the ticket i sent from the help centre, none.

[year2kapparel]

This is my ticket number 41268485

[year2kapparel]

This is my ticket number 41268485 if anyone whats to help.

[sinskiru]

were you able to solve it? I had the same problem 2 months ago and contacted Shopify numerous times but it's still not fixed. I closed the account and opened another one and the same thing happened. I'm really stuck and don't know what else to do as I've invested so much into this.

[nineLives]

I hope you were able to resolve the issue in a timely manner? What was the problem?

I am currently facing exactly the same problem. Luckily I am just a beginner who just recently stated out, but exactly now that I started my very first paid ad campaign I get this problem out of a sudden. I cannot imagine what this would mean for a fully operational business. Especially after putting in a significant amount of effort to build a brand, build trust with customers and pay for ads. Just wow. This is scary. I hope you are well now and everything is fixed?

[nizarsaboi]

hello bro any updates about this chaos im having this issue two month ago please update 

[Prisilla]

is your issue resolved yet? im currently having the same problem

[Victoria]

Hi, @Prisilla.

Thanks for reaching out!

We're sorry to hear you're experiencing the same issues. Could you provide more information to help our team better assist you?

Thanks!

[Prisilla]

my website was working fine last week and i already paid the subscription fee last month. i did not receive any payment failure or anything, warning, nothing to my email but my store is inactive. I just found out today. and i can't log in to my admin page it says i dont have access to it.  The ticket number is 46047980.

[Shay]

Thank you for sharing that ticket number @Prisilla. I'm glad to hear you were able to connect with our authenticated support team for assistance. In this situation, if you have a ticket that has been escalated then the best thing to do is wait on the reply from the appropriate team. Replying back to the open ticket with any questions you might have is the best course of action. 

[xpece1]

Has anyone solved this? We've been having the same issue for days and are now late for our launch! - I'm getting a message that says:

" There’s a problem loading this page

Your account (our email)@gmail.com doesn't have permission to view this page. Try using a different account or going back to the Stores List page. "

It's been a week already and nothing has been done to resolve this. I've gotten two emails saying that they're working on it, but no solution has been provided yet! @ shopify can someone help please!!

[Imogen]

Hi there, @xpece1. Thanks for following up on this thread. Just to set some expectations for you out of the gate, we're unable to authenticate folks here in the Community, so we're unable to access user's accounts, ongoing support tickets, or any account specific information.

Based on what you've described, it sounds like the account you're trying to use to login doesn't have the permissions it needs to access certain areas of your admin. It may be the case that you're trying to use a 'staff account' to login to the store currently, when you need to be using the 'Account Owner' account. This is all speculation, as I'm not able to authenticate you, but typically, this is what the error you mentioned outlines.

If you've been in touch with our Support Team and have heard from them via email, then that's perfect. This means that you've been authenticated, and our Support Teams are working on the case for you. It's likely that they need to speak to some of our Escalated Teams, and this is why you've yet to hear back via those emails. I recommend keeping an eye on your email inbox for now for any future communications from the Team, as they will be following up with you as soon as they have some new information to share.

[year2kapparel]

For anyone still encountering this issue: they never gave a reason why, but they eventually reactivated it after I bombarded them with tickets. Customer support is useless—they’ll just 'escalate' it to the right team but do nothing other than report it.