Had a hack on March 20. Shopify caught it and shut down my account. That was good. We fixed the problem on our end 2 days ago. For 2 days we have asked for help and can get no response on Shopify 24/7 support. Not sure what that means when I have asked for a reply 33 hours ago. Need a response. Not happy. Shopify is holding 2 weeks of my money and will not respond via support email. Any ideas??
Hi, @JeffG2 .
I truly understand how important it is to have this situation resolved for you. I’d like to share some resources and best next steps to ensure you’re protecting the security of your account.
In order to help prevent access to your account, I suggest setting up two-step authentication to add an extra layer of protection for your account. You can enable two-step authentication via SMS, an authenticator app, add a backup authentication method or using a security key.
A second step to protecting your account is ensuring you and your staff have verified your email address connected to your Shopify store. This can be done directly within your Shopify admin under Manage Account.
I’ll share our Account Security Overview for more information and ways to help protect your account.
In regards to your Shopify Payouts, the best course of action will be to reply directly to your support ticket that has been created. The internal team is in the best position possible to provide further information in regards to your payout hold and if any information is required from you. I recommend keeping an eye out on your inbox, spam and junk folder for any correspondence from our team.
Victoria,
Thank you for your reply. I do have a ticket and I have been instructed to do all the things you mentioned.
Now, the person that has been handling it, will not email back to finalize the process. I have been waiting since Sunday with out a response. That is unacceptable. They seem like they haven’t read my emails because a good customer service rep would have said I have got it and I am working on it.
Also this should not have taken 16 days to reconcile.
I can give you the ticket number if you think you can do something.
Thank you for advising that you’ve followed the steps above. Again, I understand the urgency to have this situation resolved as it has taken quite some time.
Since we are not able to access your account or provide account specific information via our Community Forums, we’re not able to provide information for your support ticket.
Rest assured, you are in contact with the appropriate team to resolve this issue. The support team is aware of the matter and should have a response for you as soon as possible.
I appreciate your concern but it now is Wednesday and day 17 since this problem started. I have contacted support 2 times a day for the last 3 days, to get a response , to help me reestablish my account so I can receive a payout.
Shopify keeps collecting my money but will not pay out.
Shopify will not respond in the past 3 days to my problem.
Do you really feel this is an acceptable amount of time to have to wait for support? Maybe the guy I have been working with is out sick, if that is the case is he truly the only one in support that can solve a problem?
similar to what I have going on. Except no hack - just shopify not paying out my money and no response from my ticket.