Store banned for no reason

Shopify Discussion

Topic summary

A merchant’s Shopify store has been banned for 11 days with no resolution despite submitting compliance documentation and contacting support multiple times daily. The only response received is to keep waiting, with no updates from the Risk Operations team.

Community suggestions include:

  • Following up through multiple channels (live chat, email, social media like Twitter/X)
  • Verifying no missed documentation requests in email
  • Requesting direct contact with the Risk Operations team
  • Re-reviewing Shopify’s Acceptable Use Policy for compliance issues
  • Considering temporary alternative platforms (WooCommerce, BigCommerce) to maintain sales

Similar experience reported: Another user experienced two AUP (Acceptable Use Policy) shutdowns during the store-building phase—before having any products, sales, or active website—and has been waiting 20+ days without response.

The discussion remains unresolved with no clear timeline for reinstatement or official updates from Shopify.

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

Dear Shopify Support Team,

Please help me out.

I’m reaching out regarding my store, which has been banned for the past 11 days. Despite submitting all relevant documentation to demonstrate compliance with Shopify’s Acceptable Use Policy, I have not received any updates on the status of my appeal.

I’ve contacted Shopify Support multiple times each day, but the only response I’ve received is to continue waiting. While I understand that new stores may be temporarily disabled for standard reviews, the lack of communication regarding my case has been extremely disruptive.

I truly appreciate the support Shopify provides to its large user base. However, the absence of updates from the Risk Operations team is both frustrating and harmful to my business and livelihood.

I respectfully request that my store be reinstated as soon as possible, or that I receive a clear update on the appeal’s progress. Your prompt attention to this matter would be greatly appreciated.

2

hey @EverJugs follow these steps

Follow Up with Shopify Support – Continue reaching out via live chat, email, and Twitter/X to get a response.

Check Your Email for Updates – Ensure you haven’t missed any requests for additional documentation.

Contact Shopify Risk Operations – If possible, ask for direct contact with the Risk team for a status update.

Review Shopify’s Policies – Double-check compliance with Shopify’s Acceptable Use Policy and Terms of Service.

Seek Community Help – Post in Shopify forums or Reddit to see if others have faced similar issues and how they resolved them.

if i managed to help you then do not forget to like and mark it solution

best regard
MUSTUFA

3

Hi @EverJugs

I think you can try reaching out via Shopify’s social media channels (Twitter/X, LinkedIn, or Facebook). They might respond faster there.

And if your store was flagged due to high-risk products or payment issues, consider reviewing Shopify’s Acceptable Use Policy again to see if any adjustments need to be made. Also, I think you should explore more backup options like setting up a temporary store on another platform (e.g., WooCommerce, BigCommerce) to keep sales going

I hope you will be fine :slightly_smiling_face:

4

I’ve had two AUP shutdowns - while in the building stage. No products. No sales. No active website. It’s been 20 days without hearing anything, and counting.