Shopify Account Locked for Over a Week – No Response from Support

Shopify Discussion
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Hello Shopify Community,

We are reaching out because our Shopify account has been locked for over 8 days, and we still haven’t received any response from support despite multiple escalations.

The reason for the lock was missing security verification, which we unfortunately didn’t complete in time. However, we submitted all the required documents over five days ago and received a confirmation email, yet our account remains suspended.

The Shopify Support Chat was very friendly and helpful, but as they mentioned, they have no control over the case. This issue is causing significant financial losses, and we are getting increasingly frustrated by the lack of communication.

We have tried every possible way to reach support, but we are not getting any updates. Has anyone been in a similar situation? Is there any alternative way to contact the Account Team directly to speed up the process?

Any advice or insights would be greatly appreciated!

Thank you in advance.

2

Hi @EmotoPartseu

You can try reach out X (Twitter) @ShopifySupport. Or if your business is suffering major financial loss, consider Shopify Plus support (if applicable), as they have faster response times.

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We would have absolutely no problem upgrading to the Plus plan and accessing better support in our current situation. Unfortunately, this is not possible because we cannot access our account as it is currently locked.

Have you encountered similar situations before, or do you have any experience with how long it typically takes to unlock accounts in cases like ours?