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

Brooks11
New Member
6 0 0

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"?

 

 

Replies 7 (7)

Emily
Shopify Staff
1310 101 189

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,

Emily | Social Care @ Shopify 
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Brooks11
New Member
6 0 0

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
New Member
6 0 0
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
Shopify Staff
1310 101 189

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. 

Emily | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Brooks11
New Member
6 0 0
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!
TashR
Visitor
2 0 1

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_
Tourist
17 0 1

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