Why my store has been deactivated ??

Shopify Discussion

Topic summary

Store was deactivated immediately after attempting to pay the $80 monthly plan with a SHINE business Mastercard; the action triggered an automatic logout. The merchant has 230 pending customer orders and reports only receiving AI chat responses, with no effective email support.

Suggested steps to resolve:

  • Contact Shopify Support via the official Contact/Support page or from the admin, and request a phone call if available.
  • Escalate through email or chat, clearly stating the urgency and fulfillment impact.
  • Review the Shopify Payments account (Shopify’s in-house payment processor) for any Terms of Service violations or suspicious transactions that could have triggered the deactivation.

Outcome so far: The merchant acknowledged the advice and plans to follow all steps.

Status: Unresolved and pending Shopify’s response and account review; no confirmed cause or timeline provided.

Summarized with AI on December 11. AI used: gpt-5.
1

www.ovss.fr I tried to pay with my online bank business SHINE MASTERCARD card my monthly bill plan of $80 . As soon as card number and press valid it deactivated my store and logged me off . I have 230 customer order to fulfill . The chat is an AI and I don’t really get a feedback from anybody on email to resolve the issue .

i need real email support not a Virtial Chat

2

Hi,

This is Richard at PageFly - Shopify Advanced Page Builder app.

I understand your frustration with Shopify’s support and the deactivation of your store. Here’s what you can do to try and resolve the issue:

  1. Contact Shopify Support Directly:

    • Find the Contact Page: Look for a “Contact Us” or “Support” link on Shopify’s website or within your store’s admin panel.
    • Request a Phone Call: If possible, request a phone call from a Shopify support representative. This will allow you to explain your situation in detail and get immediate assistance.
    • Escalate the Issue: If you can’t get a phone call, try escalating the issue through email or chat. Explain the urgency of the situation and the impact it’s having on your business.

  2. Review Your Shopify Payments Account:

    • Check for Violations: Review the Shopify Payments Terms of Service and ensure that you haven’t violated any policies.
    • Review Recent Transactions: Look for any suspicious or unusual transactions that might have triggered the deactivation.

Hoping my solution helps you solve your problem.

Best regards,

Richard | PageFly

1 Like
3

Thank you very much for your help

I will do all your points