I’m posting here because I’m honestly at a loss.
Our Shopify account has been locked for over a month, and despite multiple attempts to contact support and Trust & Safety, we have received no clear explanation, timeline, or resolution.
What makes this worse is that while our admin access is completely blocked, customers are still able to place orders, including for sold-out items. We cannot manage inventory, pause checkout, access our domain, or protect our business from refunds and chargebacks. This has caused real financial and operational harm.
We’ve tried:
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Repeated support tickets and replies to existing threads
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Requests for escalation
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Following all instructions provided (when any were given)
At this point, the lack of communication is incredibly concerning. We are a small business, and being locked out of both our store and domain with no response for this long is devastating.
If anyone from Shopify support or Trust & Safety is monitoring this community, we urgently need help escalating this case. If other merchants have experienced something similar and found a path to resolution, I would deeply appreciate any guidance.
Thank you for reading.