Shopify Payments guide
Shopify store restricted or terminated: how the appeal works
By the GetBackMyShop editorial team · Sources checked
Short answer
When Shopify restricts a store, the storefront becomes unavailable, billing is paused and you keep limited admin access. To appeal, log in to your Shopify admin, follow the on-screen prompt to open the appeal form, add explanations and supporting documents showing compliance with Shopify's policies, and select “Submit for review”. The decision goes to the store owner's email, and Shopify Payments may stay unavailable even if the store appeal succeeds.
What this guide covers
This guide is for Shopify merchants whose whole store has been restricted (often called terminated). If only payouts have stopped, that is a Shopify Payments hold, which is a separate process.
Why stores are restricted
Shopify's help page names activity that is, or is suspected not to be, a legitimate commerce practice; violations of its Terms of Service, Acceptable Use Policy or the supplementary terms for EU and UK merchants; and repeat intellectual-property infringement after several notices. Shopify says restriction can happen without prior communication.
How to appeal
- Log in to your Shopify admin.
- Follow the on-screen prompt to open the appeal form.
- Explain your store's activity and attach supporting documents showing compliance with Shopify's policies. Shopify also reviews identity verification.
- Check everything is correct and select “Submit for review”. Track the status from the admin.
Shopify: if the appeal is successful you regain full admin access, but Shopify Payments may remain unavailable. If you believe that is wrong, you can file a separate appeal for Payments access.
Source: help.shopify.comCommon mistakes
- Opening a new store with the same details while the appeal is pending.
- Explaining intentions instead of showing how the store complies today.
- Forgetting that Shopify Payments may need its own appeal.
- Not checking the store owner's email, where the decision arrives.
Official support and appeal routes
- Store restriction appeal
Restricted access, the appeal form and what happens next.
- Acceptable business practices
What Shopify expects from merchants using Shopify Payments.
Need help with your own Shopify Payments case?
We help Shopify merchants whose Shopify Payments account is on hold or deactivated, or whose store has been restricted, understand which of these they are facing. That includes untangling “Shop Pay is suspended” messages: Shop Pay is part of Shopify Payments, so the real question is usually underneath. We then help you prepare the information or appeal Shopify asks for; Shopify makes the decision.
Shopify Payments restriction and appeal supportOfficial sources
- Handling store terminationShopify Help Center
- Acceptable business practices and risk evaluation for Shopify PaymentsShopify Help Center
Sources checked on: . Platforms update their help pages; check the current version before you act.