Why does my online store keep getting set as inactive?

Shopify Discussion
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1

Hi, I opened my shop a couple of months ago, and within a few days, my shop was set as inactive, before I even had a chance to market it. We had spent a significant amount of time putting it together, and I could no longer access it.

I had to create an entirely new shop, which again took quite a while. I have been open for about a month, currently have 5 open orders, and woke up to an inactive shop again this morning. I cannot access or fill my orders, I cannot get to the money in my account, and there is no reason. The last time when I reached out to support, I was told “I’m afraid after reviewing your information and website, we believe that your business presents a level of risk that we are unable to support with Shopify”

I am an artist. I sell my work on here. I am very unsure how that would present any risk whatsoever.

2

Hi there @andriafdgreen !

Thanks for reaching out here in the Shopify Community to share your concern.

Not to worry, as I’m going to help you to find more info on the status of your store and what your options are.

You mentioned you had contacted support previously about your store, have you been in touch about this current store and issue yet?

If you can check in your account owner email address you may already have been contacted by one of our escalated teams about this.

Try searching in your ‘spam’ or other folders if you don’t see it straight away, as some email providers can filter messages like this.

If you haven’t been contacted at all yet, I would advise you to reach out for support via our Help Centre here.

As we’re not able to securely access or discuss account-specific information in public, it is necessary to access support options via the Help Centre.

There we’ll be able to verify your identity and account info and ensure your query is directed to the right place.

3

Hi! Thanks for your response. I have checked the email associated with this
shop, and have not heard back. I did send in a request this morning, and
received a customer ticket number, but I have not heard anything back yet.

The previous response was an automated response, that ended with “we cannot
give you any more information”. That is an unacceptable response. I need
more information, I will not be creating a THIRD site with Shopify if this
is going to keep happening with no reason or explanation.

4

Hi again @andriafdgreen !

Thanks for getting back to me here with that info and for confirming you’ve reached out to support and have gotten a ticket number.

Sorry to hear you’re feeling frustrated with the situation you find yourself facing, I can share a little more info on what you can do from here to get this moving forward!

Depending on the nature of the issue, this may need to be escalated to one of our specialist teams so it can take a bit longer to hear back from those teams as they need to work via email only to observe secure processes.

While we can’t comment at all from here on a given account or interaction due to the security processes involved with this team’s work their decisions are usually final, and it would often not be possible for them to provide more information on how this decision was arrived at.

The best and only place to look for more info would be by way of the support ticket you have filed, so just keep an eye out for any updates there or any reply from our teams as to the status of your store.

Let me know if there’s anything else at all we might be able to help out with!