I've contacted suppor twice now - recently my access has been denied to make more requests.

[Adzyi]

Quick Context - I've been using shopify since 2017/2018. Recently I opened a new draft store to work on and I shared log in details with my partner so they can work on their own store using the same account. Randomly my account was blocked and I was sent an email asking to dispute it if it was a false ban. I've tried using the link and it doesn't allow me to access the form. So I contacted support right after, they told me to wait for an email. 10 days go by and i contacted support once again, different advisor this time and was told they'd follow my case as i screen recorded emails, the form access being denied for dispute etc. Told to wait for an email again. Now i tried to access support again and now it's deny access to contact support again. The worry/frustration is because we all agreed that the system tipped off due to me and my partner simultaneously being logged in and working on different draft stores. Even if it was tipped off, the store was not published yet if there was issues with pictures etc. Only thing that comes to mind is the account sharing and i addressed this. Still waiting and after using shopify for so long its worrisome that basic tip offs require long tiring processes to even dispute. Still waiting on an email - and now i can't contact support. Great!

[DaisyVo]

Hi @Adzyi 

It sounds like you're in a really frustrating situation, and I get why this is concerning, especially since you've been a long-time Shopify user. From what you've described, it looks like Shopify's security system flagged your account due to multiple logins from different locations or devices, which often triggers an automatic block as a fraud prevention measure. Since you’ve already contacted support twice and followed the dispute process without success, the main issue now is that you're completely locked out—even from reaching out for further assistance.

What You Can Do Next:

1-Try Accessing the Account Recovery Form Again

Sometimes, Shopify’s dispute form may not work properly due to browser settings or security filters. Try using a different browser, clearing your cache, or even switching to a mobile device with mobile data instead of Wi-Fi. If you still get blocked, use Shopify’s direct Trust & Safety email at safety@shopify.com to explain your case.

2-Reach Out on Social Media for Urgent Attention

If you’re locked out from support chat, Twitter (now X) @ShopifySupport and Facebook’s Shopify page are usually good alternatives. Many users have reported quicker responses through social channels, as public visibility encourages a faster resolution.

3-Create a New Support Request from a Different IP Address

If Shopify has denied you access to support, try reaching out from a different internet connection (e.g., mobile hotspot) or even ask a friend to submit a request on your behalf from their account.

4-Document Everything & Be Persistent

Since you mentioned already providing screenshots, keep adding to that record. If Shopify has blocked access to live support, persistence is key—keep emailing safety@shopify.com or try different methods above.

Why This Likely Happened:

Even though Shopify allows team members to work on the same store, excessive simultaneous logins from different locations or devices can trigger Shopify’s security algorithms, thinking it’s unauthorized access. It’s frustrating that the dispute process isn’t straightforward, but this is usually an automated flag, not a manual decision.

I know this isn't ideal, and I completely get your frustration, but the best move now is to keep pushing via email and social media while trying different devices or networks for access.

If you need any other assistance, feel free to reply and I will try my best to help.
Best regards,
Daisy