Handling your Shopify store termination

When Shopify detects activity that might not be a legitimate commerce practice, your store might be placed in restricted access. This page explains what restricted access means, what you can still do while your store is in this state, and how to submit an appeal.

Common reasons for restricted access

Shopify is dedicated to ensuring a safe and reliable shopping environment for all users. Adherence to the Shopify Terms of Service, Shopify Acceptable Use Policy, and Supplementary Terms for E.U. and U.K. Merchants is essential. Violations can lead to your store being placed in restricted access, which is commonly based on activity that isn't, or that's suspected not to be, a legitimate commerce practice. This type of activity damages consumer trust and is a violation of Shopify's Terms of Service.

Stores may be placed in restricted access without prior communication.

What you can do from your Shopify admin during restricted access

While your store is in restricted access, your storefront is unavailable to customers, but you retain limited access to your Shopify admin. You can do the following tasks from your Shopify admin during restricted access:

• View your store details, billing, and payment and payout information.
• Submit your appeal and supporting documents.
• Request a bank account change.
• Track the status of your appeal.

How to submit an appeal

To submit an appeal, log in to your Shopify admin. When you log in, you'll be prompted to submit your appeal directly from the screen.

Steps:

1. Log in to your Shopify admin.
2. Follow the on-screen prompt to access the appeal form.
3. Complete the appeal form with explanations and any supporting documents that demonstrate your store's compliance with Shopify's policies.
4. Ensure that all the information is correct, and then click Submit for review.

What to expect after submitting an appeal

After you submit an appeal, your case undergoes a thorough review:

• Your documents, identity verification, and explanations are examined.
• A decision is made based on the comprehensive evaluation of your appeal.
• You receive a response detailing the outcome to the store owner's email address.

If your appeal is successful, then you'll regain full access to your Shopify admin. In some cases, your store access may be restored but your ability to use Shopify Payments will remain unavailable. If this applies to you and you believe this decision was made in error, then you can submit a separate appeal specifically for Shopify Payments access.