Why is my new online store locked and how can I resolve it?

1 0 0

Last week, I created my new store as soon as I paid for a domain, I got locked out and the link to the store was broken.


Reached out to support, after several attempts, and I couldn’t find a solution, on the 5th, I got the message below;


Thank you for reaching out to us. Please be informed that In order to reconsider your account for eligibility to use Shopify we require some additional information with regards to your business model. You can send the following documents as attachments in response to this email:
* Proof of address - Utility bill (e.g. water, electricity, or gas bill from the past 3 months), lease agreement (dated) or property insurance (dated)
* Proof of business association (i.e. business license, business registration documents (with company number) or business tax filing record). 
* Proof of inventory (i.e. dated supplier invoices, dated manufacturing agreements) 
* Social media links related to your business (if none, please explain how are you driving traffic to your store)
Please provide the above at your earliest convenience so that we can assist you further, in addition to any relevant context on your business model. If you have any questions regarding this matter please respond to this email.

Thank you, 
Shopify Merchant Trust Team

Now, I have responded but no one is writing me back, and my business cannot even move forward without this.


pls I need answers, because right now I am losing it and my staff are losing confidence in me and my leadership. 

Replies 3 (3)

Shopify Staff
1675 109 218

Hi, @HenryFromShirp.


Thank you for replying to the email you received from the Shopify Merchant Trust Team. While I'm not able to provide a time frame for a response, I want to assure you that the team will follow up with you via email as soon as they've had a chance to review your reply. 


I know that it can be stressful to wait, especially when you have staff waiting as well. Thank you for your patience while the team reviews the information you sent. If they need anything else, they will let you know via email.

Sophia | Social Care @ Shopify 
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New Member
7 0 0

hey henry Did you ever get an answer? I've been waiting for 11 days and haven't received an answer

2 0 0

Any update brother