Urgent Issue: Inactive Store and Lack of Response from Shopify Support

Payments + Shipping & Fulfilment
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Topic summary

A merchant’s store was deactivated after changing their credit card information and has remained inactive for nearly a month. Customers in the US and Canada report the website is inaccessible, leaving orders unfulfilled.

Key Issues:

  • Multiple contact attempts with Shopify support (5+ times) have gone unanswered
  • Risk Operations Team has not responded despite receiving multiple emails with requested documents
  • Merchant is paying for an annual plan but cannot access their inactive store

Merchant’s Concerns:

  • Seeking compensation for losses during the shutdown period
  • Requesting any response from the Risk Operations Team, even if documents are invalid
  • Expressing frustration with the lack of communication within a month-long timeframe

Status: A Shopify Community moderator (Imogen_1) responded, explaining they cannot access account details in the forum and requested a support ticket number to follow up on the case. The discussion remains ongoing with no resolution yet provided.

Summarized with AI on November 8. AI used: claude-sonnet-4-5-20250929.
1

I changed the credit card for my store, and my store was shut down.

It has been almost one month, and my store with orders remains inactive! My customers from the US and Canada have already told me that the website where they placed their orders is gone!

I have contacted Shopify online support more than five times. I have answered and sent more than five emails with documents to the Risk Operations Team, but we have never received a response! And I am planning to send emails to the team every day!

I am really disappointed with the Shopify support team. This is the worst service I have ever encountered. Your Risk Operations Team is so busy that they cannot respond within a month! I just need a response, If my document is invalid, just let me know, please don’t keep silence and let me wait!

I have a yearly paid plan for my inactive store, and I have not been able to use it since the store was shut down. Are you going to compensate me for my losses?

Really disappointed!

2

Hi there, @HAN7 . Thank you for taking the time to reach out to the Shopify Community Forums with your feedback. My name is Imogen. It’s good to meet you.

Just to set some expectations for you, we’re unable to authenticate users here in the Community. This means that I’m unable to access your account, account details, or any information related to your account that requires authentication to have been completed. Thank you for understanding!

I can see that it’s been a few days since you originally reached out to the Community about this issue. If possible, can you let me know if you have heard back from our Team since posting this message? If not, can you follow up with me here, and provide me with a ticket number in relation to your conversations with our Team?