Why did someone change my store access without permission?

cc28
Visitor
3 0 0

In processing of my support ticket, after a number of different replies.  Someone unchecked the "Restrict access to visitors with the password" of my under-development store without my consent!!!

I need an explanation!

Replies 5 (5)

Erin
Shopify Staff
988 131 157

Hi, @cc28! I'm happy to look into this with you. I just have a few questions to make sure I'm fully understanding and give you helpful advice going forward.

  • Do you mean that you had your password page enabled and it was disabled without your consent? Have you tried to re-enable your password page?
  • Do you have any staff members working on your shop with you or are you the only person with access to your Shopify admin?
  • Can you tell me more about your support ticket and the question or problem you were trying to address with our support team?

Once I have more information I will be able to share more context or suggestions. That being said, the first place I'd check for more information on this is your store's activity log. To get to your activity log go to Settings > Store activity log. Any changes to the store that are made by the store owner or staff members should be logged here, so you can get more information on when this change was made, and by who.

 

Please let me know if you have any questions! This guide on password protection for your online store can help in the meantime as well.

Erin | Shopify 
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cc28
Visitor
3 0 0

To address your inquiries, I can confirm that I have not shared my login credentials with any member of the Shopify Support Team in relation to Shopify Support matters. I am the sole individual with access to my Shopify store.

 

On September 19th, I contacted Chat Support seeking assistance with a bulk upload issue related to a product template, and on the same day, the Agent initiated a support ticket. I also reported an additional issue concerning product data bulk upload. However, I was concerned when, the following day, a member of the support team accessed my store without obtaining my consent. He provided screengrabs of my store's file page to illustrate the navigation sidebar.

 

Faced with difficulties in opening a separate chat support session to address a Checkout Page issue, I decided to utilize the same support ticket to seek a resolution. A different Shopify support representative responded on behalf of the initial one. However, this representative also provided screengrabs of my File page to demonstrate how to download "Image Src Links" individually, despite my inquiry being about "bulk downloads."

 

Subsequently, another support agent offered the same guidance, suggesting downloading items one by one and demonstrating this process with a short video on my store's file page. In total, four different members of the Support team accessed my store without my permission, utilizing screengrabs for demonstration purposes. Unfortunately, none of them were able to effectively resolve all of my issues.

 

I have attached a screenshot displaying the timestamp when an individual disabled my storefront password on October 2, 2023, at 7:28 PM AEDT. I have confidence that you and your Shopify team can trace the party who accessed my store during the support service associated with my support ticket.

Erin
Shopify Staff
988 131 157

Hi, @cc28. Thank you for sharing all of that context! To clarify, did you have a chance to review your activity log to see who made this change? When you review the activity log it should list which staff account created for your store made the change.

Shopify staff don't make changes like this to merchant's stores so it's unlikely this setting change was done by us, but I'd definitely want someone to take a look into this to make sure. In order for us to review your account with you, you'd need to speak with our support team through this page. We can't authenticate your account here over the Shopify Community so we wouldn't be able to see or share any information about your account here. That being said, if you contact us through the page I shared we can see more information to help you out.

For context, when you reach out to support through the Shopify Help Center it is standard for us to review your account with you by looking at the area of your store or admin you are reaching out about. We only ever do this when we have authenticated your account and are working on your open ticket. Also, when a ticket has back and forth responses like you described it is also standard to sometimes have multiple Support Advisors working on your ticket. This is to ensure you get help as quickly as possible.

Happy to help if you have more questions!

Erin | Shopify 
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cc28
Visitor
3 0 0

Shopify Advisors from the Shopify Help Center have been addressing my complaint. However, they are unable to provide an explanation for the absence of the four Support Agent activity records in my store's activity logs. Interestingly, the Support Agents were able to capture screenshots of my store's Content File page without requiring my login credentials.

Erin
Shopify Staff
988 131 157

Hi, @cc28. Thanks for your reply! I'm glad you were able to get in touch with us through the Shopify Help Center.

 

For context, Shopify staff will not typically appear in your activity logs. There are some actions that need to be done by a Shopify staff member, and those changes may show that 'Shopify' made the change. However, that does not happen often so in most cases you will not see 'Shopify' in your activity logs. There shouldn't be regular activity from Shopify staff to log in your activity log. The activity log is there so you and your staff can keep track of changes. Also to clarify, when I say "your staff" I mean people with staff accounts on your specific store, not Shopify staff. You can learn more about staff accounts for your store here.

 

As I mentioned in my last response, it is expected behaviour for Shopify Support to see pages in your Shopify admin if you are reaching out to us for support. We do not have access to your log in credentials and don't need it to help you if you've authenticated your account through the Shopify Help Center. If you contacted Shopify through the Help Center for help with your Content File page, Shopify Support staff would be able to see this page while they help you out.

 

Please let me know if you have more questions.

Erin | 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