Ted here from Shopify, thanks for posting your query!
Could you take a look at this guide and double-check if any of the Exchange user requirements have been broken? If you don't believe so, please let me know and I'll send you a private email to help authenticate the account and take a closer look. Our live chat, email and callback support are also available here (Support > Contact Support in the main menu) or our Facebook and support can also take a look if you would prefer a faster response.
If there is anything else I can help you with, please let me know, I'm happy to help!