Why did my store close and where is my remaining balance?

[Katecassell]

Hello - I have had my store shut down and have replied to the email that I was sent about it multiple times. I accept the fact that my store was shut down - but what is happened to the balance that I had on my Shopify card? It’s over $1600 and I need those funds to ship out orders to customers. 

[Ollie · Accepted solution]

Hey @Katecassell.

Thanks for reaching out.

I am sorry to hear about the trouble with logging into your store. Since we cannot authenticate you over the Community forums due to sensitive information that would need to be shared, I am unable to look into the specifics. With that being said, it would be best and more secure to attempt to login to your online store using our Contact Us page.

Once you successfully login, or select the option to Continue without logging in - you will be directed to the Help Center. Select the topic that you would like assistance with to locate the option to Get Support and speak directly with a Support Advisor about the situation.

Let me know if you have any questions.

[Ivanvalor]

I had 3 stores shutdown in a matter of 2 weeks. Their replies are vague and not helpful. No matter who you address the complain to, you're always bounced around.

I have serious doubts about the legality of these actions. 

I'm trying to get a reply that helps me understand the reasons so I don't make the same mistakes, but honestly, i'm going to start looking for new website builders.

[Ollie]

Hey @Ivanvalor.
 
Thanks for reaching out on this thread.
 
I can certainly understand that this is not an ideal situation for your businesses.

In this case, if you have received an email that informed you about this situation, you will need to direct your questions and concerns to the email. Since we cannot authenticate over the Community forums due to the sensitive information that needs to be shared, I am unable to view the specifics. When you respond to the email - this will allow you to get back in touch with the corresponding team that is handling the situation. They are in the best position to provide you with further support in regards to this. 
 
Let me know if you have any questions.