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:
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,