Why did my online store suddenly close and how can I reopen it?

[Gambit103]

Hi, 

as I’m new to Shopify. I created a store. I had my door open for a few days and I have slowly started marketing. I had some sales come in which I fulfilled, and the next thing I know Shopify closed my store. They sent me an email requesting additional information as proof of address, Business registration details etc. I have provided all of this in the email they sent to me but it’s been awhile and I’ve not heard a single thing back. I have emailed Shopify support again and still no response. I don’t understand why my store was closed as everything is legit and above board, this is the first time I’ve started the store so I’m very confused and a bit concerned. What is the best way to get Shopify to respond to my email and get my store reinstated?

[Victor]

Hi @Gambit103,

Thank you for reaching out. It is not possible for me to confirm why the store was closed as I cannot access any of your store's details here, however if you have been asked to provide documentation and you have done so then you have done all you can at this point. Our team will review the documentation you have provided and will be back in touch over email when they have an update.

[Gambit103]

Hi,

How long does that usually take? As it’s been 5 days already and iv not
heard anything back.

[Victor]

Hi @Gambit103,

It can take more days as wait times do fluctuate based on our team's current workload. If you have not heard back within a couple of weeks, feel free to contact our support team to ask them for a status check on the ticket. However, once your ticket has been reviewed you will receive an update over email as soon as one is ready.

[sarina723]

Hi @Gambit103 

this same thing happened to me. How long did it take for them to get back to you? And did you get your website back up? I am going on day 3 of no website and no business now….

[ylst]

Hi, 

How long did it take for your store to reopen? We are about three weeks in with the same issue and have not heard back from Shopify. 

[sarina723]

It took about 10 days. And they never let me know the reason it closed but I was just happy to get it back!

[Feroza]

Hi, it's a week for me now and my Payment Gateway said that they will cancel my merchant account with them as they see that my store is inactive. It's very stressful. It's you store now open? 

[Hayde]

Did you got any updates, my store also closed suddenly and it is been 7 days now with no updates

[Feroza]

Hi, Well there is nothing the ground team can do but attend to your query. it took about 2 months for me to get my store back. I literally received an email 3 days ago saying that i got my store back. 

[Hayde]

Thank you and i am glad for you. i am think to close the shopify and move to different platform. will do that this week if i didnt receive any respond from them 

[Feroza]

Did you message them? I read that for some people it took 2 weeks. Besides
this issue, I'm happy with Shopify. I was on Godaddy and i could not use
their services for a few reasons, i only found this out before opening the
store and after upgrading the plan i was on. They refused to credit me even
though they never supported the currency or country i wanted to sell in.
Good Luck

[Hayde]

I am chatting with the support on daily bases but all what they do is escalade to the security team and no updates. Today i chat with them again and they also dont have a time frame to solve the issue. still waiting 

Thanks again and good luck  

[Feroza]

Same thing happened to me. I have up and was surprised when I received the mail saying that I got my store back. Did you add Shopify Pay?