Inactive Account With No Explanation And Holding My Money

faz3aagency
New Member
5 0 0

Suddenly, my store has been suspended, and I have money pending balance, and I have delivered the goods to my customers. What should I do now? I want to get my money back and activate my store.

 

Ticket ID: 76f36781-68d0-4756-a5a6-044522945a85

Replies 10 (10)

minovor
Excursionist
18 1 1

check with support did you violate any terms and how much balance in your store shopify will hold for 6 month and then pay to you

faz3aagency
New Member
5 0 0

I did not commit any violation, my account was suddenly banned

minovor
Excursionist
18 1 1

did you contact shopify and are you using shopify payment and you received any high risk order 

faz3aagency
New Member
5 0 0

I’m have a many order of customers There are some clients who appear to have high risk, but I verified their identity

minovor
Excursionist
18 1 1

you got the email from trust what it say 

faz3aagency
New Member
5 0 0

I’m make payout more time I will to see my money what time payout before inactive payout 31 in this month

minovor
Excursionist
18 1 1

you will get payout in 6 month and why they suspend your business paster your shopify store link once let me check

Kimi
Shopify Staff
1511 169 261

Hi, @faz3aagency.

 

I can understand how frustrating and unexpected this must have been for you to see that your account has been suspended.
 
I'd like to firstly clarify and set the proper expectations that we don't have any access to accounts or support tickets via the Community Forums, due to privacy and security reasons. Our support in the Community Forums is limited to general topics and enquiries, so account-specific situations like this would require an internal team member to investigate.
 
In saying this and judging by the ticket ID number you posted, it's highly likely that you received an email about this matter from one of our Trust & Safety teams—is that correct? If so, generally speaking an email from Trust & Safety would include a link to a form—did your email include this? If you can see a linked form within the email, your best way forward here is to fill in the form with any further queries and concerns about the situation, and a Trust & Safety Analyst should receive your message.
 
I understand that my reply isn't probably what you'd like to hear, and that you're eager to receive the proper support—in this situation however, the steps I laid out above will be your next best step as the team working on your case is best equipped to handle queries of this kind. The best way to reach them is by filling in the form that should be linked within the email you received.

Kimi | Social Care @ Shopify 
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faz3aagency
New Member
5 0 0

Please I will to activate my account or payout my money

Kimi
Shopify Staff
1511 169 261

I absolutely understand your concerns, @faz3aagency. To confirm, did you receive an email from one of our internal teams about the situation?

 

Seeing as you posted a ticket ID number in your original post, I'm assuming that you've received email communication about this. If so, can you let me know what the email said?

 

As mentioned in my earlier post, typically emails regarding situations like these would come from our Trust & Safety team, and it would include a link to a form where you can appeal the team's decision. Do you see this on your email? 

Kimi | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog