I recently had a collaborator in my back and stating that they can do redo my store. I bought a theme. They bought the theme from somewhere else, not from Shopify coming to find out the theme didn’t have a license and messed app the code element in it, making it difficult for me to one. Update my store , upload more products plus scott me kicked out of the place where I was able to download my products which was desr my point is, has anyone ever had this issue?If so, can you tell me how you resolved it?I am now locked out of my accounts.I can’t log in because the phone number is no longer in service.I can’t receive the codes to my store.This is a big old mess
Topic summary
A store owner is locked out of their Shopify account after a collaborator installed an unlicensed theme from a third-party source (not the official Shopify Theme Store). The problematic theme corrupted code elements, preventing store updates and product uploads.
Current situation:
- Unable to access the store due to two-factor authentication codes being sent to a disconnected phone number
- Lost access to product download/management tools
- Shopify support reportedly provided dismissive responses and locked the account
Community response:
- The original post was flagged and temporarily hidden
- The owner defended their post as a legitimate request for help when official support channels failed
- One user suggested replacing the theme with an official one from the Shopify Theme Store
Status: The issue remains unresolved. The primary challenge is regaining account access, which requires resolving the phone number verification issue before addressing the theme problems.
Why did you flag my question in the community platform all it was was a question since I couldn’t get my anymore response from Shopify it’s self I had no other resources to ask my questions.
Hi Odrian,
I’m aware my original post was flagged and temporarily hidden, but I want to clarify the intent behind it. My purpose in posting was to seek genuine advice from other Shopify users who may have faced a similar situation — not to violate any rules or cause disruption.
Unfortunately, when I attempted to get help directly from Shopify support, I was met with dismissive responses, and instead of receiving guidance, my account was locked. This has left me unable to log in, make changes to my store, or even receive the verification codes I need, because my registered phone number is no longer in service. I am now locked out of my own business due to what began as a simple question.
I chose to ask my question here because the community is often a valuable resource, especially when official support channels fail to provide solutions. Many of us have invested time, money, and effort into building our online stores, and when issues like this arise, the lack of transparent support can be both frustrating and damaging to our livelihoods.
My post was not intended to accuse or defame anyone, but to describe a real problem I am facing and to request input from others who may know how to resolve it. Flagging and hiding my post instead of allowing for constructive discussion doesn’t help me — or anyone else who might be in the same situation.
I respectfully ask that posts seeking legitimate advice, even if they highlight system or collaborator issues, be treated as an opportunity for problem-solving rather than something to silence. The whole point of a community forum is to share experiences, identify solutions, and help each other succeed.
Thank you,
Owner of luxuryfabulouscosmetics
You can find and install different themes from the Shopify Theme Store to replace your current theme.