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!