Account Termination: How to Contact the Right Team

Shopify Discussion

Topic summary

A merchant’s new Shopify account was abruptly terminated during store migration from WooCommerce, despite having operated the same business successfully for 5 years on other platforms. The termination email cited violation of Shopify’s Acceptable Use Policy (AUP) but provided no specific details about what triggered the closure.

Key Issues:

  • No prior warning or explanation for the termination
  • Significant financial investment already made (thousands of dollars in development with a Shopify Plus partner)
  • Appeal form submitted but no confirmation received
  • Unable to contact support effectively; email address is unmonitored
  • Impossible to address violations without knowing what they are

Current Status:

  • The discussion remains unresolved
  • At least one other user reported experiencing an identical issue on the same day
  • Merchants are seeking alternative ways to reach the appropriate support team beyond the standard chat function
  • Growing concern about platform reliability for business operations
Summarized with AI on November 2. AI used: claude-sonnet-4-5-20250929.
1

Hello,

I am hoping to get some support with a ticket regarding account termination. Unfortunately, Shopify terminated our new account today with no warning. We are new to Shopify and were in the process of migrating our store from WooCommerce to the Shopify platform. We have run our e-commerce business on WooComerce for 5 years with no issues but decided to make the switch for this particular brand to Shopify given their reputation for being a user-friendly, customer-centric platform.

We are working with a Shopify Plus partner to develop our store and had spent 1000’s of dollars on it already and it was still very much in the development phase when we received this email:

*"We have reviewed your account and determined that it is in violation of Shopify’s Acceptable Use Policy (AUP). As a result, we are no longer able to host your store on the Shopify platform and your account has been closed.*If you believe that your account was terminated in error, you can appeal using this form.
Please note that this email address is not monitored. Any responses submitted will not receive a reply.
Shopify’s Terms of Service can be found here.
Thank you,
Shopify Merchant Trust Team
Ticket ID: 96470958-37a6-47e3-8b2a-b0a1a2ef47d5"

This email was sent today but, as mentioned before we’ve sold these products on WC and other e-commerce platforms for 5 years without issue, so that doesn’t really make sense either. We’ve been given no indication of what is perceived to have gone wrong.

We take policies and regulations very seriously and have read the AUP policy closely. We are 100% confident we have not violated this policy - but, also have not been given any information as to why Shopify believes we have. We have submitted the appeal form, but did not get any sort of confirmation that it has been received. It’s also nearly impossible to submit an appeal when you have not been provided with any information about what is triggering the termination. We have yet to hear from anyone regarding the issue or appeal.

Does anyone know of any way to connect with support about this (aside from the chat which we’ve tried several times already)?

Thanks for any insight.

2

I had the same issue new store shut off this morning with no warning. I’m not sure I can trust a company with my business if this is how they choose to operate. I filled out the form and up loaded the same info that was provided when I started my store. This is not off to a good start. I can’t even login to get support.

1 Like
3

Anyone from support here that could assist us in resolving the issue? We are willing to co operate but it seems that Shopify Support has become useless now