How long does it take "Elevated Support" to reach out to help me with my problem with logging in?

[Brooks11]

How long should it take for Shopify "elevated" support to get back to me about a login issue with 2FA?

I have not been able to login because my Authorization codes are expired or used.

I reached out to support to have them disable the 2 FA and then I can sign in .

It has been 6 days and still no one has helped me.

I have "chatted" with them for 4 of those days and they keep giving me the same answer...

my case has been elevated but I don't get any email or call from the "elevated support"

Is this normal support timeline for "elevated support"?

[Emily]

Hi, @Brooks11.

Thank you for reaching out and thank you for your patience regarding this. 

Our escalated support team does have a longer wait time then usual, but they are working diligently to get through each ticket. It may take a few weeks for you to hear back. Please do not reply to your ticket as our team works on a first come first serve basis and replying to your ticket could move your ticket out of its spot in the queue. 

Again, thank you for your patience regarding this. 

Take care,

[Brooks11]

Hi Emily,

Thanks for your comment.  I certainly don't mind it taking a week or so, but I am completely locked out of my website so I can't access order info, send email marketing campaigns or settle my accounting. This is such a busy time of year for companies that sell retail products.

My issue just requires a tech on your end disabling the 2FA so that I can log in and then go to "MANAGE my Accounts " and get a new list of authorization codes....or better yet, switch to receiving SMS codes via text for the 2FA.

Shopify recognizes my email and the password so I am all set there.

[Brooks11]

Hi Emily,

Thanks for your comment. I certainly don't mind it taking a week or so,
but I am completely locked out of my website so I can't access order info,
send email marketing campaigns or settle my accounting. This is such a busy
time of year for companies that sell retail products.



My issue just requires a tech on your end disabling the 2FA so that I can
log in and then go to "MANAGE my Accounts " and get a new list of
authorization codes....or better yet, switch to receiving SMS codes via
text for the 2FA.



Shopify recognizes my email and the password so I am all set there.

[Emily]

Hi, @Brooks11.

Thank you for your reply back! 

Unfortunately, that is the wait time for this specific issue. When you set up 2F authentication you would have been given recovery codes. Did you save these? If so, you can use them to bypass the 2F authentication. 

Again, thank you for your patience with this. Our team is working diligently to get through the queue as quick as possible. 

[Brooks11]

Thanks for recommending using the 12 emergency recovery codes. I have that
list and have used it,,,,but now they don't work at all.

The authorization codes are either expired or have been used once already
and they don't seem to work a second time.

Is there a way to get a temporary recovery code?

Thanks for your help!

[Shelleyg2]

I having the same issue, I subscribed for a year in advanced and can not access my store because of a domain issue on your end. I was told I was going to hear back in 24-48 hours and its been 3 days already. This would literally take a few keystrokes and 1 minute to resolve.

Do you guys not have the man power to service the incoming tickets? This does not give me much faith in starting my business on the Shopify platform.

This is unacceptable in this day and age.

[Dirk]

Hey, @Shelleyg2 

As our day-to-day queues vary on a given time, wait times are simply estimates and can be longer or shorter on a specific date. With that said, when it comes to accounts, they operate on Monday-Friday business hours. Rest assured, they will get back to you as soon as they can after the weekend!

If there is anything else I can help you with, please let me know.

[Shelleyg2]

Hi Dirk, Thank you for the reply but this all started last Monday so today is the 6th day and still have no answer on what is going on. At this point I am not sure that this can get resolved and thinking of cancelling my subscription as I am being charged while I wait for resolution and not being able to use your services. Anyways there is probably zero you can do on your end as this is in queue for the tech department.

Thanks anyhow

[Dirk]

I totally get it. I appreciate your patience. They will be in touch as soon as they can!

[TashR]

Hi Emily, 

Just wanting to provide some feedback here - i'm experiencing the same issue not hearing back about an important bank account issue. I was told I'd hear back from the escalated team within 48-72 hours and it's been over 1 week now with nothing. I was also told not to reach back out or I'd be put at the back of the queue. 
This is really terrible service and penalising a customer who's reaching back out because there's radio silence on your end. It's really bizarre service and not something I've experienced with any other business ever. 
I'd like to suggest that your customer service team created automated messages, much like shipping for example... where you can inform a customer where they're at in the queue... eg. You're 100th in the queue to hear back about your concern. We expect this to take 1 week. And then further updates along the journey. I'm sure you'd save yourselves a huge amount of feedback and follow ups from people, you'd have happier customers because your comms would have improved and the expectation of service would be on par with other tech businesses. 

I think it's also pretty shocking that your lead time for comms is WEEKs... I've literally never heard of something taking so long in this day and age? 

Anyways - I hope to hear back from your team sooner than weeks.. 

[jaynew_]

What was your banking issue. I reached out and have been waiting on an escalated ticket now for over 48 hours, Ive yet to receive a payout and all the completed transactions say pending. This kills a small business not having access to their money for over a month, and its discourgaing me to run sales because I havent received any money or payout

[hugo001]

Hello, I have also not had a payout. It Said "In Transit" On the 28th of august and then today it went back to scheduled. Did you manage to resolve this issue.  Did they ever respond to you? Please let me know as my business is relying on this payout.  And any new transactions just stay on pending. 

Thanks, Please do let me know