Hi, my account was terminated for suspicious activity back on Dec 19, 2024, no actual reason provided. I submitted several requests to have it re-instated with all my business information, id etc.. Contacted support 7-8 times and keep getting told it is another department and is under review. Holy crap, its going on 9 months now and still no response, can anyone help me with this, how is this possible?
Dave F.
Hi there,
That sounds very frustrating — I’m sorry you’re going through this. From my experience, once an account is flagged and terminated for “suspicious activity,” the case gets handled only by Shopify’s Risk/Trust & Safety team. Regular support advisors unfortunately don’t have the ability to overturn or speed this up, which is why you’ve been getting the same “under review” response.
Normally, these reviews don’t take more than a few weeks. If it has already been 9 months, then:
Make sure you are always replying from the same email that’s connected to your Shopify account.
Re-open one of your existing ticket threads and ask explicitly for an escalation to the Trust & Safety team manager (not just “review”).
If you’ve provided all requested documents and ID, there’s a chance the account won’t be reinstated, but the team has not communicated it clearly.
At this stage, the only option is continued follow-up through your original support ticket so it remains in the right queue. I know that’s not ideal, but unfortunately the Community and regular support staff can’t access Risk team decisions.
—
Sinh, Developer at Tipo
Account terminations are generally final but it’s somewhat unusual to go nine months without any clear resolution. Perhaps you’d like to take a look at Shopify’s Terms and Acceptable Use as to what might’ve triggered it. If it appears to you like a mistake, the best thing to do is getting a new account and make sure all your business and compliance is correct this time. Hope this helps.