Account Termination: Seeking the Correct Support Channel

Technical Q&A

Topic summary

A merchant’s Shopify account was abruptly terminated after six years of operation, citing violation of the Acceptable Use Policy (AUP) without specific explanation. The shutdown occurred just as they received 14 orders and were preparing to ship.

Key Issues:

  • No prior warning or detailed reason provided for termination
  • Unable to access customer shipping addresses, preventing order fulfillment
  • Products have been sold successfully on other platforms for five years
  • Appeal form submission resulted in errors directing them to contact support
  • Multiple chat support attempts have been unsuccessful

Current Status:
The merchant is seeking alternative support channels beyond chat to resolve the issue or appeal the decision. A follow-up comment suggests this problem may have persisted for 5-6 months without resolution, with another user experiencing similar issues and considering platform alternatives.

The discussion remains unresolved with no official response or solution provided.

Summarized with AI on October 26. AI used: claude-sonnet-4-5-20250929.
1

Hello,

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?

Any advice would mean a lot.

Thanks!

2

it is frustrating, seeing that you have this problem since 5-6 months and no one of them answered you here, i am facing the same, did you switch to another platform ? if yes tell me please which one