My website got banned on the 2nd days it runs…I do not even start to sell product yet..
All I receive is a email saying that my website violate of Shopify’s Acceptable Use Policy (AUP), which Shopify do not explain the details.
I have submitted the “Dispute an action taken on your Shopify store” form but no response from Shopify team.
When I reach out to customer support, they just ask me to reply on the email that inform my website is being banned, after I reply no response from Shopify team. It really disappoint me as I have put a lot of effot on building my website and even bought a domain for it. Seeking for help.
Hi @Chris1234 , thank you for reaching out to the Shopify Community.
It will take the team handling your tickets some time to get back to you, so please keep an eye on your email as you await their response. Any time a dispute is opened regarding the closure of a store our team does take a look at it and any documentation that you provided. Our support team won’t be able to provide you any further information about your dispute but I can assure you the appropriate team will review your ticket and dispute. I know you are looking for answers regarding your store so my best advice is to give the time some more time to get back to you so they can provide further clarification if possible.
I do not know the reason for the closure but if you do plan to open another store in the future there are a few things you can do to help prevent any closures. Make sure the credit card you are using is in your own name, or the owner of the credit card lives in a relative distance to you, the address on the creditcard matches the address you signed up with, you are not using a VPN to access your store. These are a few things that can trigger red flags on your account.
Out team will get back to you as soon as they can and we thank you for your patience.
Thanks @Kitana . I haven’t violate any of your mentioned issue that may cause termination.
Actually it is quite frustrating that Shopify request the user to provide supporting document for applying unban of the website in view that user don’t even know why does their website being banned.
Anyway, seems all I can do is wait now, it will be great if your team can make prompty resposne.
Hi @Kitana , if my website get terminated, the subscrition plan will automatically stop right? My account should still within 3 days trial when get terminated. Do no charge me extra!
Same thing just happened to me. It’s ridiculous. They have 1.7k in funds on one store, 2.9k in another, $450 in another, and $279 in another. They then banned all those stores citing AUP. I’ve filed numerous appeals and I still haven’t heard anything. Just “our team is currently processing a lot of tickets.” I can’t pay my supplier or fulfill customer orders. I’ve violated no rules and will be leaving the platform immediately. Shopify has made life living hell.
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.