Account Termination: How to Contact the Right Team?

Shopify Discussion
,

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.
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