Account Termination: How to Contact the Right Team?

Shopify Discussion
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Topic summary

A merchant’s Shopify store was terminated due to suspected illegitimate commerce practices, violating Shopify’s Terms of Service. The termination email arrived without any prior warning or communication about potential violations, skipping the typical multi-step process that includes initial notification and opportunity to respond.

Key Issues:

  • Store was in development for 2-3 months and just launched this week
  • No initial violation warning was received before termination
  • The termination email came from a no-reply address
  • Support ticket (ID: 20e0e0b0-ca9d-49ea-aebe-9155da7bd15d) doesn’t appear in the Help Center

Suggested Solutions:

  • Community members confirmed that only Shopify’s Trust & Safety/Account Integrity team can review terminations
  • Forums cannot resolve these cases directly
  • Alternative contact methods suggested: Twitter/X support handle or Facebook page

Status: The issue remains unresolved. The merchant is seeking direct contact with the appropriate team, referencing a similar case from last year where forum intervention led to account restoration.

Summarized with AI on October 25. AI used: claude-sonnet-4-5-20250929.
1

Hello,

I received an email this morning saying my store has been terminated.

”We have terminated {Store} due to activity that is not, or that we suspect is not, a legitimate commerce practice. This type of activity damages consumer trust and is a violation of Shopify’s Terms of Service. As a result, we will no longer host {Store} on Shopify and your account has been closed. The full amount of your store’s pending payouts are typically held for 120 days by the processor.”

I have been building out the store for the last 2, almost 3 months, before finally launching this week. Read Shopify’s store termination process and it typically follows the steps below, but I never recieved any initial communication of any potential violations or issues with my store.

  1. Initial communication: Shopify sends an email to the Store Owner explaining potential violations and asks for a response to clarify or rectify the issue.

  2. Response required: If there is no satisfactory response within a given period, or if the issue raised is severe, then the store may be terminated.

  3. Termination: Failure to address concerns may lead to your store being shut down. If your store is terminated, then you will receive an email notifying you of the termination.

    https://help.shopify.com/en/manual/compliance/legal/handling-store-termination

Can someone at Shopify please connect me with the right team? My ticket ID is Ticket ID: 20e0e0b0-ca9d-49ea-aebe-9155da7bd15d.

Best regards,

2

Hi there,

I understand how stressful this must be. Unfortunately, store terminations can’t be reviewed or resolved through the Community forums. Since you’ve already received a termination email and have a ticket ID, the best next step is to reply directly to that email or continue following up with Shopify Support through your open ticket. Only Shopify’s Trust & Safety/Account Integrity team can review and make decisions about store closures, and they will reach out to you if any further information is needed.

You can also log in at Shopify Help Center and check the status of your ticket there.

1 Like
3

Thanks @Tipo_Sinh-Dev for your reply.

The email that sent me the termination email is a no-reply email, so unless that isn’t the case, I have no other option. I am posting here because in a previous forum post last year Account Termination: How to Contact the Right Team , someone from Shopify was able to reach out to the respective team to have the case reviewed, and the poster was able to receive his account back.

My ticket isn’t logged in the Shopify Help Center.

Thank you

1 Like
4

HI @joffic ,

you can try another workaround: contact Shopify via their official Twitter/X support handle (@unknownuser4567) or their Facebook page

Best,

Felix

1 Like
5

Thanks!

I’ll try that out.