Why did Shopify inactivate my store after a hacking incident?

Shopify Discussion
1

My store got hacked recently and someone used my Shopify and send sms using app but they refused to give me Refund after that Shopify inactive my store I don’t know why there customer care team not telling me what happening I lost alot of money to using Shopify

The ticket number is 36635195.

2

Hi, @zeeshansign .

Thanks for reaching out and sharing your feedback with the Shopify Community.

I can definitely understand the situation you’re experiencing is not ideal and I’ll do my best to share what next steps you can take.

First, have you already tried contacting your bank directly to look into the issue? It looks as though you’ve already gone ahead to get in touch with our support team via the ticket number you shared here.

While we’re not able to look into account-specific queries through community forums, I strongly encourage you to reply to the ticket number you have provided us. The team handling your request will be in the best position possible to investigate and share what the process looks like. For privacy and security reasons, this team will be communicating with you via email.

If you have any non-account-related questions you’d like our team to dive into, feel free to share them with us here.

3

Thanks for the message

I have checked with my Bank, I have open a dispute payments regarding hacker used from my card when my card stop charging he used another card I don’t know whom this card I’m not responsible for any thing as I didn’t do anything Hacker done It and you even claim charge back reversal that is not fair you must active my store again seems you deactivate my store and Blackmailing me to close my store that is not fair

4

Thanks for your response, @zeeshansign .

We appreciate you advising us that you have already gone ahead to contact your bank. Are you able to reply to your support ticket? The reason I ask is, I would like the appropriate team to look into this and further investigate the issue at hand.

We understand the importance of having this issue resolved and the next best steps will be to continue communicating on your support ticket via email.