Lost Access to Admin Account – Over 10 Days with No Resolution from Support

Shopify Discussion

Topic summary

A store owner lost access to their Shopify admin account due to suspected credential compromise. After contacting support, they successfully had payouts temporarily disabled to prevent financial loss and submitted all required verification documents.

Current Status:

  • Over 10 days have passed with no resolution
  • Case escalated to Shopify Security Team
  • Only receiving generic “wait” responses with no timeline

Business Impact:

  • Unable to manage store operations
  • Cannot initiate payouts, affecting cash flow
  • Risk of serious operational disruption

Seeking Community Input:

  • Similar experiences and resolution timeframes
  • Methods to further escalate the case
  • Ways to obtain clearer communication from support

One community member suggested attempting a password reset, though this appears to be a security-level issue beyond standard password recovery.

Summarized with AI on October 28. AI used: claude-sonnet-4-5-20250929.
1

Hi Shopify Community,

I’m reaching out for urgent help and advice as I’m currently experiencing a very serious issue with my Shopify store.

A few days ago, I lost access to the admin account of my store. I suspect that my credentials may have been compromised, so I immediately contacted Shopify Support. Thankfully, they helped me temporarily disable payouts to avoid any potential financial loss, which I appreciate.

Following that, I submitted all the required verification documents to help recover the admin account. However, it has now been more than 10 days, and the only response I keep receiving is that my case has been escalated to the Shopify Security Team, and that I should just “wait” — with no estimated timeline or clear communication on next steps.

This is having a major impact on my business. Without access to the admin account, I am unable to manage the store or initiate payouts, which directly affects our cash flow and operations. I’m extremely concerned and frustrated because I don’t know how much longer this will take.

I’m writing here to ask:

  • Has anyone experienced a similar issue before?

  • How long did it take for Shopify to resolve it and restore your admin access?

  • Is there any way to escalate this further or get more clarity on the timeline?

I understand that account security is important, but this situation is severely affecting my business and we’re at risk of serious operational disruption. I would greatly appreciate any insights, experiences, or advice from the community.

Thank you so much in advance for your support.

2

Hello Vyhhd, so sorry about this issue, do you try resetting your password?