I am chatting with the support on daily bases but all what they do is escalade to the security team and no updates. Today i chat with them again and they also dont have a time frame to solve the issue. still waiting
Thanks again and good luck
Topic summary
A Shopify store owner’s account was unexpectedly closed after making initial sales. Shopify requested verification documents (proof of address, business registration) but hasn’t responded after submission.
Common Pattern Reported:
- Multiple users experiencing identical sudden closures
- Shopify requests documentation but provides minimal communication afterward
- Support team can only “escalate to security team” with no concrete timelines
Resolution Timeframes (from affected users):
- Fastest: ~10 days
- Average: 6-8 weeks
- Longest reported: 2+ months
- One user waiting since February 18th with no resolution
Key Concerns:
- No explanation provided for closures, even after reinstatement
- Business disruption causing issues with payment processors threatening account cancellation
- Daily support contact yields repetitive responses without progress updates
- Some users considering legal action or migrating to alternative platforms
Current Status: Discussion remains open with no clear solution. Official Shopify response suggests waiting for email updates, but user experiences indicate highly variable and often lengthy resolution times.