Hello, I didn’t realize that the first email was real. After receiving the second email about locking my account since I didn’t response to the first email. Now I have no way to remove the trademarked products and no way to contact anyone. How can I get this fixed?
Topic summary
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Account was locked after the merchant missed an initial email; they now cannot access the store to remove trademarked products or contact support.
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Shopify support advises two actions: reply directly to the suspension email or use the live support link provided to have the account reviewed.
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Forums cannot access or modify merchant accounts; all account-specific help must go through official support channels.
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The support reply was marked as the solution for visibility; no additional troubleshooting steps were discussed.
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Status: Unresolved within the thread. Next step is for the merchant to contact Shopify Support to regain access and address the trademarked products.
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Note: “Trademarked products” refers to items using registered brand names or logos, which may require removal if they conflict with platform policies.
Hi @sewcutecustom !
Thanks for reaching out to the Shopify Community!
I am sorry to learn that you have been locked out of your account. As this is an account specific issue, then you’ll need to reply to the email you were sent or reach out to live support here so that they can look into your account further for you. While I would love to be able to do this for you, at this moment in time we simply do not have access to merchants stores and accounts from the forums.
Since this is the next step, I’ve marked this reply as the solution for the benefit of others who may discover this topic. If there is anything else I can help you with, please let me know, I’m happy to help!