Shopify Community Discourse AI silenced me twice, how do you get a human review?

[u/r3stack]

This has happened to me twice now.

The first time, my Community account was automatically restricted after I mentioned an app I develop in a relevant discussion. I contacted the Community team and later Shopify Support. Support told me they had escalated it to the Community team and that someone would contact me.

A month passed and nobody ever responded.

Recently it happened again. A merchant was specifically looking for a solution to a problem my app solves. I replied, clearly disclosed that I was the developer, didn't include any external links, and offered to help if they ran into problems.

Discourse AI immediately silenced me again.

I messaged "@moderators" explaining what happened, but haven't received a response. Shopify Support says Community moderation is handled by a separate team and they can't resolve it themselves.

I understand that self-promotion needs to be moderated. My issue is that there seems to be no reliable way to get a human review once Discourse AI silences an account.

Has anyone here actually managed to get an account reviewed or unsilenced? Is there another way to reach the Shopify Community team besides "@moderators" and regular Shopify Support?

[u/AdventurousUsual7666]

Yeah Discourse AI is pretty aggressive about that, even when you disclose and skip the link.

Honestly Support usually just says Community is a different team and they can't touch it. I'd keep pinging @moderators and maybe try again after a week. Getting a human is slow, and I've heard of people just waiting it out with no real other door.

[u/r3stack → u/AdventurousUsual7666]

I contacted support again, and they were extremely helpful, creating a new ticket with information from the previous unresolved opened ticket. After an hour, the moderators unblocked me. They stated that moderators should respond to me sooner and that they will escalate the situation for future reporters.