Why is my account locked and how can I regain access?

[Mel101]

Hi I have been locked out of my account for 2 days cannot log in at all, contacted Shopify support but still waiting for some resolve I need to get into my account to access my businesses ridiculously frustrating help!

[Imogen · Accepted solution]

Hey there, @Mel101. Thanks for jumping into the Shopify Community today to make us aware of this situation you're experiencing. It's nice to meet you.

As we can't authenticate users here on the Community, I can't comment on any account specific details. However, I'm happy to let you know that if you've been in contact with our team, someone will be following up with you as soon as they can to help you with your issue. 

I'm interested in learning more about your situation here. When you mention being 'locked out' - are you referring to having issues logging into your account, or something different? Are you seeing any specific errors when trying to login to your site?

I can tell from your post that you're passionate about your business, and want this situation to be resolved quickly. I welcome you to keep me up to date with the process and let me know if a few more days go by and you don't hear anything. I may be able to dig in with some help from our Internal Teams to see if we can do some following up. 

Since we're here chatting with one another, I'd love to hear more about your business! One of my favourite things to do is meet new folks in the Community and checkout their stores and see what sort of tips and tricks I can share based on your online store. Beyond this locked out situation, have you been noticing any interesting trends with your business recently? I'd love to discuss. 

[Mel101]

Hi Imogen I've been in contact with support twice so have two tickets i'm
assured i'm a priority but 3 days have passed still locked out of both my
businesses I am extremely frustrated no help whatsoever!

[Imogen]

Hey again, @Mel101. Thanks for following up. 

If you've reached out to the Live Team twice now regarding your situation, then I would trust the information they've provided you in regards to being set to a priority. We're unable to provide concrete timelines on when a reply may ship out, but the Internal Teams work as quickly as they can to get back to everyone in a timely manner. I understand that we're coming out of a weekend, so in my experience, you'll likely be hearing from someone within 72 hours of the initial reachout, but longer queues may impact that. 

I'm confident that someone will be getting in touch with you by the end of the week. If you don't hear back by then, then please follow up with me here in this thread and I'll touch base with folks on the Internal Team to ask for a follow up.