Lost Access to Admin Account – Over 10 Days with No Resolution from Support

[vyhhd]

Hi Shopify Community,

I’m reaching out for urgent help and advice as I’m currently experiencing a very serious issue with my Shopify store.

A few days ago, I lost access to the admin account of my store. I suspect that my credentials may have been compromised, so I immediately contacted Shopify Support. Thankfully, they helped me temporarily disable payouts to avoid any potential financial loss, which I appreciate.

Following that, I submitted all the required verification documents to help recover the admin account. However, it has now been more than 10 days, and the only response I keep receiving is that my case has been escalated to the Shopify Security Team, and that I should just "wait" — with no estimated timeline or clear communication on next steps.

This is having a major impact on my business. Without access to the admin account, I am unable to manage the store or initiate payouts, which directly affects our cash flow and operations. I’m extremely concerned and frustrated because I don’t know how much longer this will take.

I'm writing here to ask:

• Has anyone experienced a similar issue before?

• How long did it take for Shopify to resolve it and restore your admin access?

• Is there any way to escalate this further or get more clarity on the timeline?

I understand that account security is important, but this situation is severely affecting my business and we’re at risk of serious operational disruption. I would greatly appreciate any insights, experiences, or advice from the community.

Thank you so much in advance for your support.

[ClarityandCo]

Hello Vyhhd, so sorry about this issue, do you try resetting your password?