Hello, I had a store I worked on for three weeks. After I finished, shopify banned the store, citing a violation of their AUP policy. However, I’m certain we didn’t violate any policies. We’ve tried to contact them, but they haven’t responded in two weeks. Additionally, when I tried to create two new stores, they were banned without explanation or emails. Can anyone help me solve this problem, please?
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Hello Aydinyt,
Thanks for reaching out to the community!
Well, the Acceptable Use Policy (AUP) is actually the list of activities that are prohibited by Shopify, and violation of this policy may result in a ban of your store from the platform. Some of the prohibited activities include child exploitation, illegal activities, malicious activities, the sale of restricted products, the sale of self-harm products, etc.
I would recommend you go through the content of the website again and check if you have mistakenly posted something that goes against the policy.
Additionally, please check if any of the offered products on your website fall under restricted products or products that might come with a warning but lack the warning in the product description.
Hope it helps!
Leesha
Hello leesha
Iappreciate your prompt response. I’ve diligently reviewed the Acceptable Use Policy (AUP) list multiple times, and I even sought guidance from the advisors at the help center. They have assured me that my store does not contain any infringements.
However, I have encountered an issue with my other stores. These stores, which I have recently designed, have not yet sold or added any products. Surprisingly, they were banned without any prior email notification or explanation.
Thank you for your attention to this issue.
Hi Aydinyt,
I’m sorry for your bad experience!
You shall contact Shopify’s support team by sending them an email. It might take some time, but if you are following all the guidelines and haven’t violated AUP, then you have nothing to worry about.
If you’ve already sent them an email, then continue being in touch with the support team and you shall eventually get your store back.
Sorry for not being able to provide a well-grounded answer; however, I hope your get resolved soon.
Leesha
Hi leesha
Yes, I’m already in contact with Shopify’s support team, so I’ll wait. Thank you for your Thank you for your attention.
Did you receive answer from support?
I’m really sorry to hear this happened to you. It’s frustrating to put in so much effort only to be shut down without explanation. Unfortunately, you’re not the first person to experience this, and the lack of support makes it even worse.
There are solid alternatives where you can host your site independently and actually speak to someone who cares about your business growth. Many people are moving towards platforms where they have full control, direct access to management, and the reassurance that their business won’t just disappear overnight.
If you ever want to explore something more stable with real people to talk to, feel free to reach out—happy to share some insights.
Hope you get things sorted soon!