A Shopify store owner’s account was suddenly flagged as “risky” and blocked without clear explanation. The merchant has been unable to access their store for over 20 days, causing significant revenue loss.
Current situation:
Account is blocked, preventing the owner from submitting an appeal
Multiple contact attempts with Shopify support have yielded only generic responses
Shopify’s Risk Operations team states they cannot share investigation details for “security and privacy reasons”
Suspected cause:
The owner believes it may relate to a recent payment method change for their Shopify subscription
Attempted solutions:
Contacted live chat multiple times without resolution
Reached out via Twitter/X, but only connected with an automated bot
Checked email and spam folders for explanations
Status: Unresolved. The merchant is seeking urgent escalation and direct human assistance from Shopify to review and resolve the block, as they describe themselves as a legitimate business being unfairly impacted.
Summarized with AI on October 30.
AI used: claude-sonnet-4-5-20250929.
I got no explanation from Shopify and after contacting the live chat multiple times, the issue has not been solved.
I can’t submit the appeal because the account is blocked.
I have no idea how to get my store back.
The only reply I get is that Shopify will contact me soon. Still haven’t got contact after 20 days.
The only reason I could think of is because we recently changed our payment method on the Shopify subscription. Maybe the payment has not gone through automatically.
Is there anybody who has faced the same issue? Or can someone from Shopify please help me? I would really appreciate any help or advice here, because we are a legitimate business who is missing out on revenue for weeks now.
If your store was flagged as “risky”, maybe it was due to a payment issue, a sudden change in transaction patterns, or Shopify’s automated fraud detection system. Because your account is blocked, you cannot appeal directly, but here are a few things you could try:
Check your email inbox (and spam folder) for any notice from Shopify regarding the risk flag.
Try contacting Shopify through Twitter/X (@ShopifySupport), they sometimes reply quicker there.
If the issue is payment-related, ensure your subscription had been paid for and, if so, call your bank to check there had not been a decline or a chargeback.
If your shop is actually blocked unjustly, try making a temporary new support ticket with another email.
Thanks for your reply. However, the issue is still not resolved.
I have already checked my email (including spam) and have not received any clear explanation from Shopify. On X, I was told to send a DM, but that only connects me with a bot, which is not helpful. When I reply to the email Shopify sent me, I get a generic response stating that, for security and privacy reasons, they can’t share the results of their reviews and investigations.
I’m getting really frustrated because there is no actual support from the Risk Operations team. No one is addressing the situation or providing a solution. The reason for this block makes no sense, and it’s significantly affecting our revenue.
I need direct assistance from someone who can actually look into this and resolve it. Can you please escalate this matter urgently?