I’ve at some times received scammy emails fake emails trying to be Shopify’. But I’m not sure is this one is legitimate. Any help or recommendations? I can’t have my store shut down. It’s the sole income for my husband and I.
email is from
Solved! Go to the solution
This is an accepted solution.
Hi everyone! Thank you again for all your feedback on this topic. Please continue to add it to this thread and I will make sure to add a like to your feedback to let you know that it has been received. I fully support the idea of adding these communications into the admin as well and I hope we can make that happen.
To help with any confusion surrounding tickets of this type, the ticket ID for many of them will be formatted like this:
It will be a mix of letters and numbers and is different from the tickets numbers you would receive from our standard support. Our standard ticket numbers are only numerical and are around 8-10 numbers long. Tickets that match the format above are handled by a separate team and our live support doesn't have direct access to the content of these tickets. With the ticket number they should be able to confirm though if this ticket is legitimate.
I am going to mark this response as the "Solution" so that other merchants in a similar situation can find this information easier. Please continue to add your feedback to this thread and I will make sure it is passed along on your behalf.
@Shay Thank you for getting back. So as I mentioned I was panic and submitted a few attestations ( I was accidentally marked all the box for the first couple times) Will the Trust and Safety Team will see my other submissions? I deleted the product, and reviewed all of my products. I really hope that they don't take my account down.
I understand your concern @keoholo. I would recommend replying back to the email that was sent to you and let them know they the first few submissions were incorrectly filled out and which attempt was the correct one for them to review.
Any replies to the email you received from them go straight back to your risk analyst that is handling your case. They can only communicate through email so replying back that way is the best option. You can also reach out to our live support and ask them to add a note to your ticket for your risk agent as well, but that is not necessary if you are able to send them an email reply.
Why am I not seeing any of my posts here? It seems you aren't seeing them either because you're not replying to me when you reply to each of the others posting. Are they being flagged? My question isn't about needing to complete a legitimate form. My concern is that I have received a phishing email because the link to the Attestation form is a crazy URL, not Shopify.com based.
Thanks for tagging me! I'm not sure if I missed your earlier messages but luckily I caught this one.
If you are unsure and wish to validate the email you received I would recommend reaching out to our live support and share your unique ticket ID code with them. These types of emails have tickets numbers that are much longer than our traditional ticket numbers as they are managed by a different team.
To contact our live support please follow this link: Shopify Help Center - Contact Support, sign into your store account, search for "legal ticket" and use the contact support button at the bottom of the search results to see all our live support options.
I can appreciate your concern about this email being legitimate and I have submitted official feedback to our developers and trust and safety team with everyone's thoughts and suggestions on this topic as well.
The system had flagged my posts as Spam. Looks like they've been released from purgatory now.
I followed your suggestions and it's been cleared up. Thank you! Yes, it's legit and a real request from the legal department at Shopify. i added in the chat to request that they stop making their important emails look like phishing attempts.
Was any further action taken once you removed your products? Any further details you can provide on this after checking the last box would be appreciated!
Shay, thanks for responding. To clarify, I've read the message several times and it seems related to the Shopify platform broadly, not just Shopify Payments.
@Jaime_Chamberla - As each situation and store is unique and I don't have direct access to the email you received, I am not able to confirm that for you. I would recommend replying back to the email and ask if that is the case for your store at this time.
You can also reach out to our live support and they may be able to review the ticket and the communication you received and help you translate what it could impact on your store. Please note that some communications on topics like this are handled by a separate team, meaning that our front line support won't be able to review the ticket or the message within.
If you have any questions about the content of your communications with our escalated teams please don't hesitate to reply back and ask for additional clarification.
I got this email this morning also. I have got to say I am not comfortable clinking any link on that email. It looks like a total phishing email to me. When this is addressable through my Shopify sellers console I will be comfortable responding to this request.
Don't wait for it to happen any time soon. They can shut you down. I went through a lengthy process to confirm it and it's legitimate.
You click the link and the first thing it asks to fill in all your information. If it is legit it is pretty absurd for us to trust an email that looks exactly like a phishing email then the first step is to enter all your personal information.
I'm shocked the others on this thread were comfortable doing just that.
I agree. It is unprofessional of them and absurd. I spent a lot of my own time making sure it was legit before completing the form. As you said, it should be from within the Shopify admin where other important notices and action requests are posted.
Explore the 30-30-30 rule, a dynamic social media strategy for new businesses. Learn how t...By Trevor Sep 20, 2023
Discover how to leverage the often overlooked footer of your ecommerce site to gain custom...By Skye Sep 15, 2023