What does it take to get my account unlocked?? I need to send 20K worth of invoices today! Help!!

[designair]

Shopfiy has given me the worse customer experience in 25 years in business. 

About 10 days ago, I was locked out of my account, because I hadn't setup 2FA. My recovery codes were not working either. ( In hindsight, it'S very strange that I didn not get an early warning that I would be locked up, nor a chance to set up 2FA (it failed over and over again). 

• I contacted the suppot chatbot to ask for assistance.
• The filed ticket was filed
• After 2(!) days I was asked to upload some government documents to validate my identity

Since then, Shopify has gone completely quiet.

Yesterday I contacted the support team again to ask to unblock my account, because I need to urgently send out invoices today (we use a Shopify plugin for this( worth 20K so I can keep my business running. I was promised that the urgency of the ticket was increase to urgent.

So far: absolutely nothing. 

How am I suppose to run a business in Shopiy when they lock me out without a warning, and getting me back in is not a priority? 

It's said I need to go to a public forum to cry for help. But this is the only solution that seems left. 

If you have any practical advise, let me know.

[designair]

Hi Taylordev, 

Thanks for your reply. The ticket number is 51187339. You'll find my contact information in the ticket (I hope?), so please follow up with me via a 1:1 email. 

For your reference: here's what I the issue is (see also my post above ^^^^) 

"About 10 days ago, I was locked out of my account, because I hadn't setup 2FA. My recovery codes were not working either. ( In hindsight, it'S very strange that I didn not get an early warning that I would be locked up, nor a chance to set up 2FA (it failed over and over again). "

• I contacted the suppot chatbot to ask for assistance.
• The filed ticket was filed
• After 2(!) days I was asked to upload some government documents to validate my identity

Since then, Shopify has gone completely quiet.

Yesterday I contacted the support team again to ask to unblock my account, because I need to urgently send out invoices today (we use a Shopify plugin for this( worth 20K so I can keep my business running. I was promised that the urgency of the ticket was increase to urgent."

[designair]

@Taylordev why have I not heard back from Shopify? Is it ridiculous when I state that you offering help and then not responding further lowers my confidence in Shopify?