Hello i am writing this to say that i am not happy with that is going on with my account being on hold basically this all started on the 16th September when my account was put on hold at first i didn’t understand why then after i started to understand and realise that my account should not be put on hold because my business is similar to other resellers shoes they said i had until the 27th September to sort it out or my account is put on hold and what makes it worse is that on the 23rd of September was the last time that Shopify sent me a email regarding the situation so on the 27th my account was put on hold with still no reply i have been reaching out to the customer support and all of them said they cannot do anything because it is up to the higher team i have been sending in at least 10 emails to them and still no response it has now been a whole month and still no response while all the customer service support has said to wait which i have been doing but im sorry but this is unacceptable of how this is being treated i run a business i have done nothing wrong i do drop-shipping i even talked to the people above me and even they said i have done nothing wrong and this should not be happening all i want is to have my account back and to continue growing my business but right now i can not do that this is not good a whole month of not replying while i have been sending out emails multiple times and still no response so i would appreciate if this can get sorted out
I am sorry to hear that you’re experiencing some issues with your account and also about the response delay. I can appreciate how important this is for you to have resolved. As you have mentioned this has been sent up to the higher team, then please know that this is in the right hands. I will say that at the moment we are experiencing numerous requests and there are some backlogs on some teams, however they are working hard to get through the requests.
As much as I would love to be able to help and provide you with a solid update, I simply do not have access to accounts or open tickets from the public forums side. I know that is not the answer you are looking for. The queues are ordered chronologically and by priority, and they are aware of how important this is. Hold tight and keep an eye out for any emails in the meantime, and we thank you for your patience! Let me know if you have any other questions or concerns.
thank you for your reply but the problem is that from the 16th to the 23rd September they was replying every other day then once the 23rd came every since that day up until even now i still had no reply i even have sent an email explaining how this should not be happening and even provide a invoice stating what i do i have even sent out 5 email back to back to them i have lost out on a month of business which is unacceptable and which the holiday sales coming up i would really want to be back up and running with my business.
I can appreciate this is a difficult situation to be in, and I would like nothing more than to be able to help you with your account, however this is not possible for me to do from the community forums. Each case is unique, and we work in tandem with our banking partners to review accounts on hold, so while you provided me with some information, I cannot say for certain what might be happening with your store.
Have you tried checking your spam or junk email for an update in case something might have been sent, and you might have missed it? You can also try searching your email search box for in:all Shopify and that should pull up any emails sent from us. If that doesn’t do the trick, you can maybe try reaching out tolive chat here at this linkand checking if there is any new update.