Hello, Dear team, when i create a shopify store and add payment details to my store, my store goes immediately inactive, how can i solve this issue, i contacted to live chat but they are unable to resolve my issue as they were saying that its not our department and we may forward your complaint to concern department and they will contact you soon, but no one is in touch, Kindly help me regarding this issue?
Topic summary
Main issue: A merchant’s Shopify store becomes inactive immediately after adding payment details. They contacted live chat support, were told the case would be forwarded to the concerned department, but have received no email updates (including in spam) and the store remains inactive. The merchant highlights urgency due to a client deadline and states their business is licensed with all details provided.
Support responses: A moderator explains that activating Shopify Payments (Shopify’s built-in payment gateway) triggers an account review against terms and service, and an email should be sent explaining any closure. They ask when support was contacted and request the support ticket number to ensure the case is with the correct team; escalations may take a few business days.
Community input: Another participant suggests consulting a developer while waiting.
Current status and next steps:
- Unresolved; awaiting escalated team response.
- Merchant to provide the support interaction ticket number.
- Monitor inbox and spam for Shopify’s communication on the review outcome.
- Optional: engage a developer for interim assistance.
Hi, @AmnaAmir .
Thank you for reaching out. I am sorry to hear your store is inactive.
Did you receive any communication via email on why your store was closed? Please check your spam accounts as well. Our Support Team would need to reach out to an escalated team for further information on your account so it could take them a few business days to get back to you. When did you reach out to Support?
Please let me know if you have any further questions!
Talk soon,
Hi, Dear team, i did not received any email, i contacted support team and
they just answered that we forward your request to concern department, and
still my account is inactive, why this is happening? what is the reason to
inactivate my account, Today i supposed to submit thus website to client
and now its too tensed for me to answer! its an request to kindly check
details, and what ever details you need to know regarding our business, we
are here to assist you. All my business are lisenced, even i provided all
details on my store, you can check everything, kindly look into this and
its an request to kindly resolve it as soon as possible.
Thank you.
No, I did not received any email from shopify! Still waiting to resolve my issue!
You could probably try getting in touch with a dev while you wait for the department to reach out to you.
Hi, @AmnaAmir .
Thank you for reaching out!
Our team reviews every store that tries to activate Shopify Payments to ensure that the store abides by our terms and servicer agreement. You should have received our communication on why your store was made inactive. Do you have the Support interaction ticket number? I would be happy to ensure your ticket is with the correct team.
Talk soon,