Why was my online store account terminated?

[donkool]

Hello Shopify Community,

 I am writing to seek assistance and clarification regarding the recent termination of my Shopify store. Unfortunately, my store has been terminated due to a violation of Shopify's Acceptable Use Policy, but I am uncertain about the specific policy I may have violated.

I would like to emphasize that I take the rules and guidelines set by Shopify seriously, and I've always strived to maintain a compliant and ethical store. However, without a clear understanding of which aspect of the policy my store may have violated, it has been challenging for me to address the issue and take appropriate corrective actions.

I would greatly appreciate it if someone from the Shopify team or an experienced member of the community could provide me with more information about the specific violation that led to the termination of my store. Understanding the exact nature of the issue will enable me to rectify it and ensure that I comply with all the necessary rules and guidelines in the future.

I am committed to maintaining a trustworthy and reputable presence on Shopify, and I believe that addressing this issue and learning from it will help me in achieving that goal. I am open to any guidance or advice from the community members who may have faced similar situations or from Shopify representatives who can shed light on the issue.

Thank you in advance for your assistance and support. I look forward to resolving this matter and getting my store back on track.

[Imogen · Accepted solution]

Hi there, @donkool. Thank you for taking the time to create this post here in the Shopify Community. My name is Imogen. It's good to meet you!

Just to set some expectations for you, we're unable to authenticate users in the Shopify Community, so we're unable to access your account, or discuss any account specific information.

If you're looking for more information in relation to the email you've received regarding your store, it is best that you reply to that email directly with any questions you have. The folks on the other end of that email are the folks best equipped to provide you with the information you are looking for.

[donkool]

Hi Imogen,

Thank you for your prompt response and for extending a warm welcome. It's good to meet you too!

I completely understand that you can't access specific account information in the Shopify Community. I appreciate your guidance on the matter.

I have replied to the email thread where I was asked to provide additional documentation for my Shopify store. It's been a week since I submitted my US LLC documents, but I haven't received any updates or information about the status of my account. My store remains unavailable.

I'll continue to wait for a response via email and hope to resolve this situation soon. Your input has been helpful, and I look forward to your continued support.

Best regards, Donkool

[anmar]

brother how much time they took to reactive your storw

[donkool]

Two weeks 

[anmar]

mine was also terminated but its been more than 2 weeks but still nothing

[Benjo80]

I have same situation..I can't believe they terminated my account without previous information. They should lock the web access to shop for users, but they should allow us to manage our store in the administration panel to fix any trouble they report us.

[anmar]

same here brother still no reply

[Benjo80]

Anyway Bro, this is worry for me.. they wake up in the morning with some strange fell...they will put inactive my shop....

I'm looking for others platform too...

[anmar]

go on woocommerce as i have store there as well and if you want i can
also.help.you as my store

[Benjo80]

thanks bro...I 'm going to try it...

[anmar]

your welcome if you need any help you have ny email

[Benjo80]

where could i find your email ?

[anmar]

go into emails that you have connected with shopify there you can find it

[jorgehp1]

Hello, did you get any resolution?

[anmar]

No they are not gonna help youbits hetter for you to switch to woocommerce

[FelineCouture]

It looks like we have been terminated around the exact same time and I have sent in my form and talked to a few different agents on a support check but I'm not getting anywhere because they can't give me any kind of information and the person from the email is not responding so I don't really know what to do. It is heartbreaking and it's making me lose credibility with my customers cuz all of a sudden my store was up one day and the next day is just gone. Let's communicate anything that you have done or have you gotten some communication back? Is it best to build another store or just wait for them to respond and then the store will reactivate or what happens?

[wcfngear]

I have to many accounts

[maaz95]

It took 6 days but they reinstated my store

[dropper1]

Any update? Did they reopen your store or not? I am facing same problem. My third party domain is stuck there, unable to remove it. Can i use that domain to other sites like wordpress, woocommerce?

[FelineCouture]

The problem that I'm having with going to a different platform is that I have a lot of plugins that is only specific to Shopify, especially like my theme that I use that I paid for... And also like fashion go or anything like that. What are your recommendations on this?

[FelineCouture]

This is great to hear. Did they ever tell you what you did wrong and how badly did it affect your customer base? And when they reinstated it did they give an apology or how did their process go

[KAAF]

Hello Community Member,

I trust this message finds you well.

I am reaching out regarding an issue with my accounts. I created multiple accounts to kickstart my business. However, after developing my page and subscribing monthly, they terminated my page citing a violation of the Acceptable Use Policy without prior notification or specifying the reason for the violation. I kindly request your guidance in resolving this matter. Despite attempting to contact customer support, I have not received any response.

[Clwegmann]

The same thing happened to me.  I started a Shopify store 4 days ago using a build your store program created by Adrian Morrison.  The first day they shut it down saying I violated Shopify's Acceptable Use Policy.  I talked to customer service and they said fill out the form to get it re-opened, which I did, and they said start a new store.  2 day's later I started a new store and on day 3 Shopify shut that store down again saying I violated Shopify's Acceptable Use Policy.  I contacted customer support again, (through their chat on the website) and they said fill out the form again to get it re-opened, which I did again, and they said I could start a new store using the same program but why do that if they are going to keep shutting it down.  I do not understand what is going on and I contacted Adrian Morrison's support team and they stated that Shopify has Bots that go through your store and if they do not like something they see they shut it down.  All we can do (they say) is fill out their forms and wait.  I have been through training and I am in a 3 day seminar where they teach you how to manage your store and add things on etc. but it does me no good if they keep shutting me down and I cannot implement it at all.  Did you get your store back and if yes how long did it take?  Their AI chat says after 7 days contact them through chat and they will find a representative to talk to.

[FelineCouture]

Is the AI chat that you're referencing is in in connection to the email that we received because every agent that I actually talk to on the chat can't give me any information. They said they don't have access to anything so they're basically useless with trying to help with this matter. I've been out since Wednesday the 20th or maybe the 19th. I'm sorry of February 2024 and I'm just sick so my stomach as to what to do. It doesn't make any sense why they just couldn't give you a warning to say hey. This is a problem I need you to fix this or you will be shut down and I would gladly oblige whatever that is but I haven't received any information

[anmar]

To everyone who has this problem i advice you to shift to woocommerce contact me if you any guidance They will not open your account not matter what you say

[FelineCouture]

So can you give more details on woocommerce and what the difference is between them and Bigcommerce? Also, I have a lot of plugins especially with my theme that is specific to Shopify and also with my fashion goal plugins and things like that and a lot of added apps. How does that play with woocommerce and is it more expensive over there? Please give details

[Clwegmann]

The same thing happened to me.  I started a Shopify store 4 days ago using a build your store program created by Adrian Morrison.  The first day they shut it down saying I violated Shopify's Acceptable Use Policy.  I talked to customer service and they said fill out the form to get it re-opened, which I did, and they said start a new store.  2 day's later I started a new store and on day 3 Shopify shut that store down again saying I violated Shopify's Acceptable Use Policy.  I contacted customer support again, (through their chat on the website) and they said fill out the form again to get it re-opened, which I did again, and they said I could start a new store using the same program but why do that if they are going to keep shutting it down.  I do not understand what is going on and I contacted Adrian Morrison's support team and they stated that Shopify has Bots that go through your store and if they do not like something they see they shut it down.  All we can do (they say) is fill out their forms and wait.  I have been through training and I am in a 3 day seminar where they teach you how to manage your store and add things on etc. but it does me no good if they keep shutting me down and I cannot implement it at all.  Did you get your store back and if yes how long did it take?  Their AI chat says after 7 days contact them through chat and they will find a representative to talk to.

[Sunil3]

I am deeply disappointed with Shopify's lack of professionalism and accountability. My store was terminated without any prior notice or clear explanation, and despite diligently following the appeal process and repeatedly reaching out to support, I have been left in the dark for nearly 15 days. The responses I’ve received are vague and unhelpful, leading to endless back-and-forth without any resolution. I have no idea whom to contact for a proper update or meaningful assistance.

This careless and dismissive approach to resolving customer issues is entirely unacceptable, especially for a platform that businesses depend on to operate. Shopify, this falls far below the standard of service you claim to provide. 

[FelineCouture]

I said the exact same thing. It just seems very weird that they would not be communicative as to why or what is happening or what is wrong. All of a sudden I've had my store since 2000 and I haven't had any issues. I just can't understand why they wouldn't give a warning to say hey. This is a problem. Fix it or we'll terminate so that way we will have the opportunity to oblige. I've signed my farm two times and I still haven't received any information. I've only been talking to agents in a chat that have absolutely no assistance because they can't reach out to that team either. It's just really unprofessional, but unfortunately a lot of my plugins including my theme is directly tied to Shopify. And of course, Google tells you that they are the best platform for most business types and moving over to a different platform. It's going to be a different experience but I just don't know what to do. I've heard some people on the chat in the community are saying that they were reinstated. Others haven't received any information as of yet. I'm completely heartbroken and looking for answers

[FelineCouture]

I totally agree community. I'm going through the same thing right now. I was terminated with no explanation or what to do next. Is there any hope that I will finally get a response because nobody is saying anything. I submitted the forms twice with all of my invoices from my vendors. Everything is legit so I'm not sure what's wrong and they're not responding. Can someone please give some updates on what happened when this happened to you? Anything would be greatly appreciated

[Slezinski]

Hello, were you able to resolve this issue? The same thing happened to me and I haven't had any answers for 12 days. I don't know what to do anymore, and I can't get a refund for the item. My store is a legitimate and serious company and they simply don't resolve anything in customer service.