Hello, I need urgent assistance from the Security/Account Takeover team. My store (active since 2021 with over 2.5M BRL in sales) was stolen by a ‘fake mentor’ who changed the owner’s email and Shopify Payments details.
Support (Ticket #64504269) acknowledged that for months Shopify was sending recovery emails to the hacker’s email instead of mine. On March 5th and 13th, consultants confirmed my correct email was finally updated in the system, but I still haven’t received the recovery link.
I have all payment invoices from 2021 to 2025 and a Police Report filed. This is my livelihood and a high-value asset. Can a moderator please escalate this to the Business Operations/Security team to check why the email hasn’t been sent yet? I’ve been trying to solve this since October.