Termination of your Shopify Account | 29bf3f-13.myshopify.com

Technical Q&A

Topic summary

A Shopify merchant received an account termination notice citing violation of the Acceptable Use Policy (AUP), but the email provided no specific reasons or timeline for the violation.

Key Issues:

  • Account was closed without explanation of what policy was violated
  • Merchant has been contacting Shopify Support for 2 weeks without receiving clarity
  • No one from support can explain why the issue occurred initially

Merchant’s Position:

  • Claims their business is legitimate
  • Willing to submit paperwork to prove legitimacy
  • Believes the termination was done in error

Current Status:

  • Appeal process available through a provided form
  • Support ticket ID: e5c1d068-3637-46bd-94a4-3022a2fc41ae
  • Seeking community help to understand the situation and next steps
Summarized with AI on November 4. AI used: claude-sonnet-4-5-20250929.
1

Please read,

Dear Account Owner,

We have reviewed your account and determined that it is in violation of Shopify’s Acceptable Use Policy (AUP). As a result, we are no longer able to host your store on the Shopify platform and your account has been closed.

If you believe that your account was terminated in error, as a first step, please use this form to appeal the decision.

Please note that this email address is not monitored. Any responses submitted will not receive a reply.

Shopify’s Terms of Service can be found here.

Thank you,

Shopify Merchant Trust Team

Ticket ID: 5ec1d068-3637-46bd-94a4-30a22fc2a14e

We have recently got this email and know that it has been done in fault. I have been contacting the Shopify Support team for 2 weeks and they can give me no timeline, nor any reason on why this is happening. I am happy to submit any paperwork to show we are legit, but not one person can tell me why the issue happened in the first place. Please help on this.

Contact Info: gcamp@pacificgolfturf.com