Account Locked During Login – Both Me and My Client Are Locked Out

Shopify Discussion

Topic summary

A user is locked out of their client’s Shopify account after attempting to log in using the client’s phone number for verification. Both the user and the client now cannot access the account.

Key Details:

  • The lockout occurred during the login verification process
  • This is the second time this has happened; previous support attempts were unsuccessful
  • The account remains locked with no current resolution

Community Response:

  • One commenter suggests the lockout likely resulted from Shopify’s security system flagging multiple access attempts from different locations or devices
  • They indicate there may be alternative methods to contact Shopify support beyond normal channels

Current Status: The issue remains unresolved, with the user seeking advice on how to effectively contact Shopify support to regain access.

Summarized with AI on October 29. AI used: claude-sonnet-4-5-20250929.
1

Hi,
I need help regarding a locked Shopify account.

While trying to log in to my client’s Shopify account (with their permission), I used their phone number to get the verification code. During the process, the account got locked. Now both my client and I are locked out and cannot access the account.

This happened once before, and we couldn’t get support to help us back then. The account remained locked.

We are not sure what to do at this point. If anyone has experienced this or knows how to contact Shopify support effectively, I would really appreciate your advice.

Thanks so much!

2

This usually happens when Shopify flags multiple access attempts, especially from different locations or devices. If the account gets locked, even legit users can get blocked out.

I’ve seen this happen before with client accounts — it’s tricky, but there is a way to reach the right Shopify support team directly and speed up the resolution (even when normal channels don’t work).

If you’d like, I can point you in the right direction — just drop me a message. Happy to help.