Account fraudulently opened with my information

[NosLaser]

Someone has opened an account using my name and email, and Shopify has ZERO support to address that issue. They have set up a payment account to scam people using my full name as what is listed on the bank statement. They used an external 6 digit authenticator so I cannot simply change the password and take control of the account. If this is not resolved I will bring litigation against Shopify for participating in fraud.

[Victoria]

Hi, @NosLaser.

Welcome to the Shopify Community, and thanks for reaching out.

We're sorry to hear this has happened, and I can definitely understand your concern and the urgency to have this looked into and resolved. While our Community team is unable to investigate directly, our Support Team through the Shopify Help Center will be able to. Please use this specific link to access the Help Center. Then click: Can't log in to your Shopify account > I still can't access my account. On the following page, scroll down and click the Chat with us option. You should then be connected to a Support Advisor.

Let us know if you have any questions.

[NosLaser]

That link takes me to Facebook messenger, not any help center. It opens a generic chat with Shopify, so there are no options to choose as stated in your reply. Do I ask my question in that chat?

[Summer]

Our apologies, @NosLaser. It looks like the incorrect link was attached. Please visit this link instead and follow the steps Victoria shared. Thanks for your patience and cooperation. We look forward to investigating this matter. 

[NosLaser]

These links go NOWHERE. Now the scammer is starting to incur charges in my name, and Shopify refuses to do anything about it. I need a HUMAN to investigate this. I was supposed to be contacted by Shopify support via email, as I already went through a lengthy chat session with support, and NOBODY contacted. Today I get a bill. Do I need an attorney? 

[Victoria]

Thanks for your reply, @NosLaser.

Could you share a screenshot of your view when accessing the link that Summer has shared? When accessing the link, you should see a Help Center page with the following options: Log in, Can't log in to your Shopify account and Get support as a customer of a Shopify store. Please see the screenshot below for reference.

If you have already communicated with a Support Advisor via live chat, then a ticket ID would have been created. Could you share when you reached out to Support, and what our team has advised? In the meantime, I would recommend replying directly to any existing support ticket(s) you may have for further clarification on this. This is because our Community Team does not have visibility into tickets or accounts for privacy and security reasons. 

[NosLaser]

Your link does nothing. I charge $25,000 per day for the unauthorized use of my identity. By ALLOWING this scammer to continue to use my identity without my consent or authorization, and REFUSING to rectify the situation, Shopify is hereby agreeing to my terms of $25,000 per day for the unauthorized use of my personal identity and information. 

[NosLaser]

I spoke to support, and all they can tell me is they created a ticket or a case or whatever. I *cannot* get into the account because they used a 3rd party authentication app that requires a code for me to change the password, and gain control of the account- so I cannot see nor access the ability to REPLY to a case/ticket number. Here is a screenshot of that number. 

 

[Victoria]

Thank you for sharing this information with our team.

As previously mentioned, our Community Team does not have access to support tickets or accounts, therefore we do not have visibility into your ticket. However, I have passed along this information to a member of our Internal Team for review.

I understand you do not have access to the account due to a third-party app generating authentication codes that are required for log in. Could you kindly check your email inbox, spam, or junk folder for your ticket ID with Support?

[NosLaser]

Believe me I've been watching it. I haven't gotten any emails, in my inbox, spam, or otherwise from support other than the chat log of my conversation with the support rep, who said she was escalating it. There is no link to the support ID or anything of the sort, just the chat log.