Urgent: Termination of my Shopify Accountt

Nick137
Tourist
4 0 1

I'm reaching out here because my team and I are facing a significant issue with our Shopify store. Despite not even having officially launched yet, our store was terminated by Shopify's legal team for an alleged violation of their Acceptable Use Policy (AUP). To provide context, our activity on the platform was minimal – we merely tested out a paid theme and uploaded a couple of supplier images for evaluation purposes. However, after only a short period, we received the termination notice. We promptly submitted all requested documentation to the legal department, but it's been a frustrating two weeks with no response from their end. We're at a loss for what steps to take next and would greatly appreciate any guidance or support from the community. Thank you in advance for your help.

 
 
 
 
Replies 12 (12)

Jackpao
Excursionist
27 1 1

maybe you should communicate with the SHOPIFY'S service for deep reason or start another shop

Nick137
Tourist
4 0 1

In response to your suggestion, starting a new store could indeed be an option, but we're concerned about facing the same issue of termination, especially if we don't plan to change our niche or the essence of our business. We want to ensure that we address any underlying issues before investing time and resources into another venture. As for retrieving the domain name we purchased for our brand, we're also curious about the steps involved in that process. If anyone has experience or insights into reclaiming domain names after a termination or suspension, we'd greatly appreciate your advice. Thanks for bringing up these points!

Qamarkhan1
Tourist
12 0 3

hi there @Nick137 were you able to get your store back by submitting the documents? because i am facing the same issue, it has been 10 days and no reply from the legal team.

Nick137
Tourist
4 0 1

Hello Qamarkhan1,

After submitting all the required documents, our store has been reactivated by Shopify, though it took longer than expected. While we didn't receive an explanation for the delay, we understand the precautionary measures

Qamarkhan1
Tourist
12 0 3

@Nick137 Well i did get my store back by submitting the documents. But as soon as i logged in, i got a notification saying that my Shopify payments account is on hold and i need to contact support. I have contacted support multiple times but didn't receive any email from the verification team. Did the same happen to you as well?

 

jorgehp1
Excursionist
53 0 9

Hello, I submitted all the documents 10 days ago and still no answer, I'm so frustrated, how long did it take for you?

Emily
Shopify Staff
1309 101 189

Hi, @jorgehp1.

 

Thank you for reaching out and for being patient with us. 

 

It can take over 10 business days for our team to review your ticket and get back to you. I recommend reaching back out to our Support Team early next week if you have not heard back from us and they can provide you with an update. 

 

Please let me know if you have any further questions! I would love to learn more about your business. What type of products do you sell? 
 
Talk soon, 

Emily | Social Care @ Shopify 
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jorgehp1
Excursionist
53 0 9

Hello Emily, that's the same answer a shopify advisor gave me last week, I understand you can do nothing to help with this issue, however there should be a way to fix this. I can not access to my store since last wednesday. I do have angry customers asking for refunds which I can not make.

Alex872
Excursionist
27 0 2

Hello!
I have the exact same problem.
Did you solve it?

jorgehp1
Excursionist
53 0 9

Hello, not yet. If they answer me I will update you

 

Alex872
Excursionist
27 0 2

Thank you!

Nick137
Tourist
4 0 1

No