My account has been locked for 2 weeks. I need resolution!! HELP!!! UGH!!!
Topic summary
Core Issue:
Multiple users report being locked out of their Shopify accounts, often due to lost email access, while still being charged subscription fees. The primary frustration centers on inability to reach customer support to resolve account access and billing problems.
Key Complaints:
- Users cannot cancel subscriptions or stop charges when locked out
- Support access requires logging in, creating a catch-22 for locked-out users
- Wait times extend from several days to over two weeks without resolution
- Phone support has been discontinued; only chat and email remain available
- Many users report the AI chatbot and help articles don’t address urgent account issues
Official Response:
Shopify community moderators provide standard instructions:
- Visit the Help Center contact page
- Use “Can’t log in” prompt with AI assistant
- Select “I still need help” → “Account Support” to reach live chat
User Sentiment:
Overwhelmingly negative. Several users threaten to switch platforms (Squarespace mentioned specifically), pursue legal action, or have already left Shopify. Common themes include feeling ignored, experiencing financial harm from continued billing, and perceiving the support structure as deliberately obstructive.
Status: Unresolved for most participants; one user eventually received a password reset after two weeks.