I have submitted an email message this time. Your help in getting it escalated would be really appreciated.
Topic summary
A merchant attempted to create a second Shopify store but initially deactivated it before selecting a plan. When trying to reactivate, they created a new store instead, selected a plan, and began setup—only to have Shopify’s risk-operations team deactivate it days later.
Resolution timeline:
- Initial contact with risk-operations: May 24th
- Multiple follow-ups through chat support over several weeks with no response
- Public forum post made after ~2 weeks of silence
- Store finally reactivated nearly one month after initial contact, three days after Shopify staff acknowledged the forum post
Key frustrations:
- Risk-operations team initially unresponsive to provided information
- Chat support had limited ability to escalate or contact risk-operations directly
- Merchant felt ignored by a system that replaced phone support with email/chat-only channels
Similar cases reported:
- Another user experienced a 2-month wait for reactivation on a store with no content, just a purchased domain
- Concerns raised about domains purchased through Shopify being inaccessible during deactivation, impacting businesses with printed merchandise
The discussion highlights frustration with Shopify’s current support structure and lengthy resolution times for account security reviews.