I have received an email that my shop will be suspended. IS THIS TRUE?

Shopify Discussion

Topic summary

A user received a suspicious email claiming their Shopify store would be suspended for using an unauthorized theme. The email came from [email removed] and demanded proof of purchase, developer information, and other documentation, threatening immediate store takedown and order cancellation.

Key red flags identified:

  • Portions of the email text appear reversed/scrambled
  • Sender uses a Gmail address, not an official Shopify domain
  • Threatens immediate suspension without proper verification

Official response confirmed this is a scam. Shopify’s Trust and Safety team never sends communications from Gmail addresses.

Recommended actions:

  • Forward the phishing email to safety@shopify.com for investigation
  • Review Shopify’s Help Center resources on recognizing phishing and scam emails
  • Contact Shopify’s authenticated chat support for any legitimate account concerns

Status: Resolved as confirmed phishing attempt; no actual threat to the store.

Summarized with AI on November 7. AI used: claude-sonnet-4-5-20250929.
1

Hello,

I just received an email that my shop will be suspended. The current theme I am using is CRAFT. but also I have a DAWN theme as a back up. The email address that sent to me was Shopifypartner122@gmail.com

This was the email.please someone can authenticate this?

Dear Store Owner,
We are writing to inform you that your store has been flagged for using a theme that is in violation of Shopify’s Terms of Service (Section 9). Our records indicate that the theme currently installed on your store may have been obtained through unauthorized means.
As per our policies, we require you to provide the following information immediately upon receipt of this email:
Proof of Purchase: Documentation or receipts showing where the theme was purchased.
Developer Information: The name and contact details of the developer who worked on your store.
Hiring Details: Information about where the developer was hired (e.g., freelance platform, agency, etc.).
Supporting Documents: Any additional documents related to the theme and its installation on your store.
Failure to provide the requested documentation immediately will result in your store being taken offline. All active orders will be canceled, which could severely impact your business operations.

Please reply to this email with the necessary information and await further guidelines and instructions on how to resolve this issue. It is crucial to address this matter promptly to avoid further consequences.
Be advised that repeated infringement will lead to permanent termination of your store in accordance with our policy.
Thank you for your immediate attention to this matter.
Sincerely,
Shopify Theme Compliance Team.

Shopify Trust & Safety
Ticket Id:

2

Hi @sarahvanornum

Thank you for sharing a copy of that email here and the email address it was received from. This email did not come from Shopify’s Trust and Safety team as we do not send any communications from email addresses ending in “gmail.com”. I definitely understand your concern receiving a message like that though!

Please forward this email to safety@shopify.com and our team will investigate this further. If you have any questions or concerns about the status of your account on Shopify our authenticated chat support team is always happy to help. You can connect with them in our Help Center at any time. We also have some great information on recognizing phishing emails and possible online scams, I recommend checking that out as well: Shopify Help Center - Phishing, Vishing and Scams.