LOCKED OUT OF ACCOUNT- NO RESPONSE FROM SUPPORT

yurijofield2
Visitor
1 0 1

I have read many similar horror stories on here in the past few days and have decided to go ahead and add my own experience in regards to how horrendous Shopify support has been so far with problem solving these things.  I have not been able to log into my account/ store due to a request for security codes that I do not have. I have never had any issues logging into my account and suddenly I have been locked out on all of my devices. Might I also add that these are the same devices I have always logged in from without any hinderances- no new devices. I have contacted support via chat (ticket 38584951) regarding this issue and was told the matter would be escalated. It has been days of me contacting support and no one has reached out to me, nor responded to my emails. Shopify support is basically a group of people you reach out to with your concerns who then just tell you that the only way you can receive help is from ANOTHER group of people (if they exist) who will look into your case and reach out to you. You don't get the courtesy of an update, case confirmation email, nor a possible timeline of when you could expect some type of resolve. However, be prepared to still receive a bill for an account you no longer have access to. I am losing out on revenue during this time and have to contemplate using another host site temporarily, but then I would have to direct my customers to an unfamiliar domain and cause more confusion. Also, things like the Privacy Policy and Term of Use were copywritten by my business and I can't recover them because I am BLOCKED FROM ACCESSING MY OWN, PAID FOR, ACCOUNT! This is beyond frustrating. Can anyone address this issue? I cannot even log into my actual account to post here since I have been LOCKED OUT. This web forum is my last effort to contact someone at Shopify before I must resort to other legal channels. It's UNBELIEVABLE I can't talk to a human at a large, publicly traded company with more than enough resources for getting me support. I AM STILL WAITING FOR MY SUPPORT TICKET TO RECEIVE A RESPONSE!!

Replies 3 (3)

NirajGandhi
Visitor
2 0 2

I am facing the same issue. They have banned my account for the reason of some security issue... i have no words here... that they have snatched my livelihood. I am still working towards resolution. but no answer as to what caused the termination of my account. 

Biankasummers
Visitor
2 0 0
  • I’m now going thru the same heartache. 

  • how long did you have to wait before you were given access to your account again?

Biankasummers
Visitor
2 0 0

And now I’m going thru exactly as you described above. It’s been three weeks now. 

and every two days Inask for an update. And am told that they understand how access to my account is so important and my ticket has been escalated. And to be patient. 

I’ve always had great help from their support staff over the last ten years. So this, issue which is by far the most critical I have had using Shopify, is becoming increasingly frustrating.