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Why is my payment account suspended despite only two sales?

Firm
Visitor
1 0 0
Hello
I haven't risked anything with my Shopify payment account and I really don't understand why you suspended it. I only have 2 sales on my shop and you have blocked the account since yesterday
I'm sorry but please unblock my Shopify payment account for the operation of my shop because I have been trying to verify my identity since yesterday that I received this message from you
Thank you
Accepted Solution (1)

Summer
Shopify Staff
1329 319 228

This is an accepted solution.

Hey, @Firm! Welcome to Shopify Community!

 

Is your Shopify Payments account on hold? This can happen due to several reasons and oftentimes it can be due to a standard review. Since you're asked to submit documentation to verify your identity, this needs to be done before the review can be completed.

 

If you're having trouble submitting documentation, we’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

 

After visiting the link and logging in, you'll be prompted to enter the topic of your concern so we can connect you to the right articles and support team. Simply type in the topic, click Search then scroll down to the bottom of the page to click Continue under Get Support. You'll then see the option to create a support ticket on the next page.

 

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

Summer | 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

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Replies 4 (4)

Summer
Shopify Staff
1329 319 228

This is an accepted solution.

Hey, @Firm! Welcome to Shopify Community!

 

Is your Shopify Payments account on hold? This can happen due to several reasons and oftentimes it can be due to a standard review. Since you're asked to submit documentation to verify your identity, this needs to be done before the review can be completed.

 

If you're having trouble submitting documentation, we’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

 

After visiting the link and logging in, you'll be prompted to enter the topic of your concern so we can connect you to the right articles and support team. Simply type in the topic, click Search then scroll down to the bottom of the page to click Continue under Get Support. You'll then see the option to create a support ticket on the next page.

 

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

Summer | 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

salma3
Visitor
1 0 0

hi summer, im running into a similar issue as my account has been suspended and they provided me 5 days time period in order to solve my issue but im still unaware of what is the issue as i seem not to understand it, i recieved an email saying that i have violated AUP no.7 but i disagree with it as i have not violated any law, please help me out as i have worked hard and provided all the right documentations needed. I don't want all my handwork go in waste. i have trusted shopify and spent my money on it and now they have suspended my account without any reason. it would be great if you can help me as none of the customer support helped me so far. Its been more than 24hrs that im seeking for help. i will be attaching a picture for the aup no.7

Summer
Shopify Staff
1329 319 228

Hey, @salma3! Welcome to Shopify Community!

 

I'm sorry to hear about your situation. While I understand your concern and would love to help, it's best to respond to the email you received to seek clarification about the said violation and explain your side. We are unable to assist with account-specific concerns here due to account safety reasons, so only the support agent handling your case would be able to help further. Please feel free to reach out to them, if you haven't yet, to move forward with the matter. Thanks!

Summer | 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

Sahilgill11
New Member
9 0 0

hey 

did shopify unblocked u?