Account Locked for 72+ Hours/No updates?

Technical Q&A
1

Hello,

We had made some changes to our account, namely applying for a Shopify line of Credit, 12 hours later I woke up to our account being locked for security reasons.

The documentation was provided within hours of the lock, and we’ve now had 72 hours of silence.

The credit account has been approved, so I expected to be able to login - nope.

I later realized I had my VPN on, which likely resulted in the security lock and is totally appreciated, but the amount of time of being unable to access my store or fulfill orders is absolutely destroying me mentally.

I am unable to login to chat with support because of the lock, so there is effectively no way for me to open communication.

Our store has been in good standing for 3-4 years, and we’ve been granted Shopify Capital loans a number of times, so this was frankly a surprise for us.

More of a surprise, is how isolated I feel - I have no way to contact a single person at Shopify, as it requires me to login. Anyone with a brain can realize the trouble that this situation presents. Needing to be logged in to chat with support, but not being able to login - I feel like I am stuck in a feedback loop of pure sadness, hopelessness and futility that has been ongoing for 72 hours now, and the clock keeps ticking.

My business is my baby, and right now Shopify - you effectively have my baby held hostage.

We promise our customers orders will ship on Mondays and Fridays. We have around 30 pending orders from Friday that are still sitting, awaiting shipment. They are now late by our company guarantee, and it will cost us out of pocket to upgrade all of these customers to USPS Priority shipping.

The orders continue to pile up, we had 2 just today, but my stress levels might actually kill me at this point. I am beyond stressed, obsessively refreshing my inbox with every waking moment.

I am absolutely stuck, so I am making this post. I am desperate to move this forward, but I feel so stuck.

Ticket ID: 090cf1ab-643d-4d4b-a831-26a257121d8c for Account Security

If anyone can help me reach Account Security to expedite this, that would be great.

James

2

To add, I have been able to contact Shopify using this form: https://help.shopify.com/en/contact/login-issue

But the problem is, Pratibha from Shopify replies, I reply again, she replies again and when I try to reply it goes to the automated mode that says the inbox is not monitored.

Again, another layer of ‘Wow, I really am dealing with a company that’s too big here, huh?’ to the pile.

At this point, other than to spam the form, I just feel so stuck - hopeless. Defeated? I just want to ship the orders that my customers deserve, and I want to do it ASAP to put this mountain of stress behind me.

Hope that link helps for anyone in the future, really had to comb through Google to find that one.