A UK-based software company (Keynard Ltd) had their Shopify store abruptly closed approximately 10 hours after activating Shopify Payments, despite three months of successful operations using PayPal. The store closure occurred without explanation or prior warning.
Current Status:
Store has been closed for over one week
Support ticket opened 7 days ago was closed without notification or explanation
Multiple contact attempts with Shopify Support have yielded only “wait for review” responses
Business operations are severely impacted
Response from Shopify:
A Shopify representative acknowledged the frustration and confirmed the support ticket is the proper channel, but could not provide specific timelines or explanations for the closure.
Community Suggestion:
Another user recommended WallidPay as an alternative payment provider, noting that sudden Shopify Payments suspensions are common for fast-scaling or “high-risk” stores. The suggested alternative reportedly accepts businesses other providers reject.
Resolution Status: Unresolved and ongoing, with the merchant awaiting response from Shopify’s accounts team.
Summarized with AI on October 27.
AI used: claude-sonnet-4-5-20250929.
We are Keynard Ltd a software company based in the UK.
So we’ve been doing business on Shopify for about 3 months now. Everything was going just perfcet we were getting lot of orders everyday, Satisfied customers, Great Feedbacks…
After we got lot of orders using PayPal as our main Payment Gateway we decided to try Shopify Payments so we can scale our business more and accept credit cards too, Suddenly about 10 hours of activating Shopify Payments our store was closed without any reason at all! We contacted Shopify Support several times but no one could help us or tell us anything. The only word they keep saying is “Wait for another team to review”. Its been 1 Week now and our business is almost over.
So yeah. Shopify just ended our company 3 months journey just like that because we decided to try their products “Shopify Payments”.
Thanks for reaching out. I totally understand how this can be a frustrating experience for you. Rest assured, your ongoing support ticket with our accounts team is the right avenue to take when it comes to potentially resolving account & shopify payment issues.
While I can’t speak on their exact response times, it does vary depending on how large their queue is on a given day. With that said, they will get back to you with an update/conclusion regarding the status of the store.
If there is anything else I can help you with, please let me know.
We’ve been waiting for about 7 days. The problem is after we posted this we contacted Shopify Support and they told us the ticket they opened 7 days ago (Which we’ve been waiting for a response) has been closed! Without any explanations or emails to us our ticket has been closed and no one told us.
Sorry to hear about your experience — this kind of issue is unfortunately common with Shopify Payments, especially for fast-scaling stores or ones in industries considered “high risk”.
Recommended alternative:
WallidPay – a third-party payment provider that integrates with Shopify and works well for UK companies like yours.
Why WallidPay?
Accepts businesses that other providers often reject
Sorry to hear about your experience — this kind of issue is unfortunately common with Shopify Payments, especially for fast-scaling stores or ones in industries considered “high risk”.
Recommended alternative:
WallidPay – a third-party payment provider that integrates with Shopify and works well for UK companies like yours.
Why WallidPay?
Accepts businesses that other providers often reject