Owner of the store locked out

Shopify Discussion

Topic summary

A store owner accidentally requested ownership transfer from their agency partner, which triggered Shopify to block the agency’s account access. Despite canceling the request, the issue remains unresolved after over a month of daily contact with Shopify support.

Current Status:

  • Agency remains locked out with no email communication from Shopify
  • Store payouts have been paused while sales continue
  • Support repeatedly states the case is “under review” with no timeline

Recommended Actions:

  • Contact Shopify Support via live chat or support@shopify.com with store details
  • Navigate to Help Center → Account & Security → Store Access Issues
  • Escalate via Twitter (@ShopifySupport) emphasizing the urgency
  • Stress that active sales are occurring with frozen payouts

Resolution Status: Ongoing and unresolved. The owner expresses significant frustration with the lack of progress despite persistent follow-up, describing the situation as a “complete nightmare” with financial implications.

Summarized with AI on October 30. AI used: claude-sonnet-4-5-20250929.
1

Hi,

Mistakenly, I requested ownership from the website which was currently owned by the agency we work with.

Now they have blocked the agency’s account and access to the store. The help center cannot assist the agency as they are blocked. They haven’t received a single email from Shopify.

I want to cancel the request, but the help center is not of much help. My store has been selling still and I fear I can’t make it through the end of the month with my payouts disabled.

This is very scary and I beg someone to help me out please

2

@miamiengines

In case you made a wrong request to transfer ownership of an account and this has led to the blocking of agency’s account and stopping of payments,

then get in touch with Shopify Support immediately using either live chat or email (support@shopify.com), and provide them with your store details.

3

Hi @miamiengines

Since the agency was blocked, you (as the owner) need to directly contact Shopify Support from the email associated with your store.

  • Go to Shopify Help Center → Log in → Choose Account & Security → Store Access Issues.
  • Explain the mistake clearly and request urgent restoration of the agency’s access while canceling your ownership request.
  • If support is slow, tweet @ShopifySupport explaining the urgency.
  • If payouts are frozen, emphasize that you are actively selling and need a quick resolution.

Shopify usually prioritizes account-related issues, so stay persistent and follow up often.

Hope you get back in smoothly! :folded_hands:

4

I’ve been logging in daily on chat support for over a month, explaining
this URGENT ISSUE every day with no resolution. Thye just keep telling me
is under review. Now, they have Paused my payouts. It’s a complete
nightmare.

5

I did, I canceled the request already. I have been logging in to chat support for over a month. Asking for updates, and their answer is always that is under review. MY payouts have been paused and no one has contacted me other than MYSELF getting in the support chat daily.