My account has been permanently blocked for no apparent reason

[Deniker2002]

Dear Shopify and shopify members,

This way I want to get your opinions and possible solutions. I don't think I'm the only one having this problem. I hope that Shopify will finally accommodate me.

On November 15, 2023, I was working in my online shop and suddenly I received an error message that my access to the shop has been blocked by Shopify. I then received an email with information that my website has been blocked due to a violation of selection 7 of Shopify's Acceptable Use Policy. Since I am not breaking any Shopify rules, I immediately decided to contact Shopify online chat. An employee  from Shopify told me that someone was trying to access my account so they blocked my shop and promised me that everything will be fine. After waiting 3 days, I received an email from Shopify that my account has been permanently blocked because I pose a high risk level. High risk level Shopify? Serious? You told me yourself that someone tried to gain access to my shop and that you will resolve this as soon as possible. Where is the risk from my side then? I have asked several times about the real reason for the blockade, to which I received the answer that they cannot share it with me due to Shopify's security rules and that it is best to host my shop with third-party ecommerce platforms. Is this really how you treat customers, Shopify? I have also tried several times to create a new account, but they are also immediately blocked by Shopify.

I hope this message will be seen by a Shopify employee who will really help me.

Thanks in advance!

[Ivy]

Hi there, @Deniker2002.

I can understand this is a difficult position to be in. I have no access to either accounts or support tickets here via the Community forums so I cannot comment on the "why" behind this, so my advice here would be to reply directly to the emails you have received in the hopes a response will come via to you via email.

I cannot give a timeline for when a reply will come through to you - I understand this is not ideal, and I do empathize. Your ongoing patience is so appreciated. Thank you. 

[bathy000]

I had the exact same thing happen. They blocked my store twice during editing for no reason after I set up my account, even though I selected a paid plan.