I’m really confused and hoping to get some help regarding our account termination. Shopify shut down our account without any prior warning, and we have no idea why. We’ve been using Shopify for six years without any issues, and suddenly, this happens out of nowhere.
We had just started working and received around 14 orders. When we were about to begin shipping, we got 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: a7e5e532-8b9c-465f-9c18-2683d45f965d"
We don’t understand what’s going on. We’ve been selling these products on other e-commerce platforms for five years without any problems, and now our account is just shut down with no explanation?
This is seriously affecting my business and my customers. I can’t even access their shipping addresses, which means I have no way to fulfill the orders they’ve already placed. It’s causing a huge disruption, and I don’t know what to tell them.
We take policies very seriously and have carefully read the AUP, but we genuinely don’t see how we could have violated it. We weren’t even given a reason—just this vague message. We tried submitting the appeal form, but we got an error telling us to contact support. We’ve also tried using chat multiple times, but we’re getting nowhere.
Does anyone know of any way to get in touch with support besides chat? We’ve already tried multiple times with no luck.
We just don’t know what to do at this point. Has anyone been through something similar or found a way to actually speak to someone who can help?
I completely understand your frustration and confusion regarding the sudden termination of your Shopify account. As a Shopify expert with over six years of experience, I’ve worked with various clients facing similar challenges, and I know how stressful and disruptive this can be.
It’s certainly unexpected to have an account shut down without prior warning, especially after maintaining a solid track record with Shopify for six years. While I don’t have direct access to your account or the details of the situation, there are several possible reasons why an account might be suspended or terminated, including violations of Shopify’s policies, billing issues, or security concerns.
From my experience, I’ve been able to resolve similar situations by working directly with Shopify’s support team to clarify the cause and find a solution. I’d recommend reaching out to Shopify’s support and requesting a detailed explanation for the termination. They should be able to provide the specific reasons behind the action and guide you through the process of appealing or reinstating the account.
If you need any assistance in navigating this process or need help with communicating effectively with Shopify, I’d be more than happy to offer my expertise and support in resolving the issue. With my background in addressing various Shopify-related concerns, I am confident we can work towards a positive outcome.
Please let me know if you’d like any further assistance, and I’ll be glad to help in any way I can.
Best regards,
idrees Shopify Expert (6+ years of experience)
Thank you for your response. However, I have not received any support or update regarding my issue. I reached out expecting assistance, but so far, there has been no resolution or clear guidance.
Please let me know if you can actually help with this matter, as my Shopify account remains inactive, and I need urgent action. If you require any further details to move forward, kindly let me know.
I have the same issue, my store got terminated out of the Blue, I have no problems at all, the store just started, 0 chargeback, 0 complains, Nothing, I am uploading everything they need and right infos on my store settings and details, still terminated?? and the chat told me it is not a bot, it is a human that did this to me, which is more shocking.
how can someone trust shopify as a platform to be part of a business that he or she wants to create? this is frustrating, I am sure I did no mistake, I am not new to shopify, I had stores before and I know the platform well.
this is the Ticket ID: bbf3b976-329b-4a9f-b9a0-d98c6719d2f0
and the form that you guys sent me is broken and doesn’t allow me to submit.