How long does it take for account verification after a Shopify account termination?

Payments + Shipping & Fulfilment
1

I hope this message finds you well. I am reaching out to inform you that my Shopify store account has been recently terminated, and I am in need of your assistance to address this matter promptly.

I received an email from the Shopify Merchant Trust Team, stating that my account was found to be in violation of Shopify’s Acceptable Use Policy (AUP), leading to the closure of my store. The full amount of pending payouts will be held by the Processor for 120 days, as per the Shopify Payments Terms of Service.

I am genuinely surprised by this decision and believe it may be an error. I have already submitted an appeal using the provided form, but I am reaching out to our group for additional support and guidance during this process.

Additionally, I would like to inquire if anyone has experience with the timeframe for account verification after submitting the required documentation. How many days does it typically take for Shopify to verify account details?

I kindly request any insights, advice, or assistance you can provide to help resolve this issue promptly. Your support means a lot to me, and I am hopeful that, with our collective effort, we can rectify any misunderstandings and reinstate my Shopify store.

Thank you in advance for your time and consideration.

2

Hello @ryan2525 , I still got no response from that team on 15 days, how did you manage to solve this?

3

Hi @ryan2525 ,

Thank you for reaching out to the Community.

If you haven’t done so already, you can connect with us directly. This will allow you to follow up with us on your open ticket, as we’re unable to provide account-specific support via the Shopify Community. We will also be able to confirm the appropriate steps have been taken to ensure this gets resolved as quickly as possible.

To connect with us, you can:

  • Head over to our Contact Page.
  • Enter ‘Can’t log in’ into the chat box.
  • Select the ‘I still need help’ option
  • Select the ‘Account Support’ prompt to view our available support options.

Please let me know if you have any other questions.

4

Hi Ryan, this just happened to me yesterday and I cant get ahold of anyone. did they fix it for you? I am really worried as I use my website every day :disappointed_face: