Four weeks ago, I created my Shopify store, which was still in the design progress and had no sale any products. However, I had already purchased a domain through the platform.
Without any reason, I received an email from Shopify stating that I had violated Shopify’s AUP. I attempted to complete the appeal form provided in the email, but every time I submitted it, always shown error and asked me to contact support advisor.
When I reached out to support advisors, they informed me that they did not have the right to solve my issue and only could mark it as urgent. It has now been four weeks, and I haven’t received any follow-up or assistance from Shopify.
I hope new users see this post—Shopify’s efficiency is extremely poor. I have asked nearly 10 times, and the responses from customer support feel like they are AI, providing no real help at all.
I understand how frustrating this situation must be. Since Shopify’s Acceptable Use Policy (AUP)violations are often handled by their Risk & Compliance team, standard support agents usually can’t intervene directly. Here’s what you can do:
Try a different appeal method – Instead of using the broken form, reply directly to the original email from Shopify regarding the violation.
Contact Shopify via social media – Sometimes, reaching out on Twitter/X (@ShopifySupport) or LinkedIn can get faster attention.
Review the AUP carefully – Even if your store was in progress, check if your chosen products, business model, or even payment methods might have triggered an automatic flag.
Consider a new Shopify account – If all else fails, you may need to start fresh with a different domain and email
I’d recommend escalating this issue consistently while exploring alternative solutions. Hope you get it resolved soon!