My site was terminated and I can’t get in touch with anyone in the trust&safety team

Shopify Discussion

Topic summary

A user’s Shopify store was terminated by the Trust & Safety Team for alleged Acceptable Use Policy (AUP) violations, though they believe no violations occurred. After reviewing the AUP, they found no issues with their store.

Current Problems:

  • Appeals form returns an error message when submitted
  • Support chat claims no control over the situation, only submitting tickets
  • Unable to retrieve store data needed to migrate elsewhere
  • No response from Trust & Safety Team

Similar Experience:
Another user reported identical treatment 23 days ago—their incomplete, non-live store with zero sales was also terminated without explanation or response to appeals.

Status: Both cases remain unresolved with no communication from Shopify. The original poster is now seeking alternative e-commerce platforms and considering abandoning Shopify entirely due to the lack of support.

Summarized with AI on October 30. AI used: claude-sonnet-4-5-20250929.
1

Hello Shopify Community,

I’m very new to Shopify as I’m trying to switch from wix to Shopify and yesterday , I received an email from Shopify Trust & Safety Team indicating the termination of my store due to an alleged violation of Shopify’s Acceptable Use Policy (AUP). This came as a surprise since I am confident that I have not breached any of Shopify’s policies. To ensure accuracy, I carefully reviewed Shopify’s AUP on their website, and I found no indications of potential violations.

When clicking on the appeals button and filling out all the information. I receive an error message. When reaching out to help chat they have told me that they have no control and have submitted my ticket.

Will I ever be able to get my data off Shopify. I need it to be able to open the new site somewhere else.

I can’t get anyone to help me.

2

I had the same thing happen to me 23 days ago. My site wasn’t even finished being built, wasn’t live, and hadn’t made a sale, and I’m certain I didn’t violate the AUP. I have submitted appeals. I’ve put in tickets. I’ve heard absolutely nothing back.

3

It is absurd. I thought I was going to get better service moving to shopify. I was wrong. Now I am trying to figure out what site to use next to help me with my online shop. If you have any suggestions please send them my way.