Locksmith

Hello! Not getting answers to your emails is super frustrating, and we totally understand that.

I looked into our records, and the only message we have from your store came in today, and we replied as soon as we saw it. That was just over an hour from when the message arrived. It sounds like your other messages didn't get through to us, and I'm sorry about that.

I totally understand if you've found another solution. The most important thing is to get your needs met. ❤️

All that said, we are definitely here to help. If you still have questions or need assistance, feel free to reply to our message, or send another to team@uselocksmith.com

Kind regards,

Ken

First off, thank you for your feedback. This is an important point, regarding our compatibility with the Shop App. I’m sorry this came as a surprise. Nobody wants to have a sales channel suddenly become inactive.

This is something that’s enforced by Shop itself, and while we hope that the two apps can work together eventually, it’s out of our hands at the moment.

We do mention the incompatibility with the Shop App in our usage agreement, and Shop also has that in their guidelines. It’s also super important to note that this restriction is in place for all access control apps, and not just ours.



Again, we apologize for any inconvenience. It looks like we were in the process of working through getting your store setup with Locksmith, and that this incompatibility means Locksmith isn’t an option for you. I hope you find the solution that works best in your case. We’ll be here if you need us. :)



Sincerely,



-Ken

❤️ I know that feeling – thanks for letting us know. :) We're here for you. I do see an email thread open for you, so you've already made the right first step by writing in! Let us know in that thread what you're looking to accomplish, with as many specifics as you can, and our team will help you out.

To getting this solved together,

-Isaac

Hey there! It looks like the locking on your store is caused by another app. Looking at our records, Locksmith *was* installed (and uninstalled, and reinstalled several times), but no locks were ever configured, and thus far Locksmith has not made any changes to your store's theme.

For background, Locksmith will never modify your store's theme unless there are locks configured. And, on the other side of that, *removing* all locks will result in Locksmith removing all of its code from your theme. Locksmith works hard to have a light touch. :)

Locksmith isn't currently in your apps list, so we're not able to take a closer look at your theme's internals to see what code is causing the locking of your store. But, as far as we can tell, Locksmith isn't involved – it's likely another app, or perhaps some custom code in your theme.

We've replied to your emails; just let us know in either of those threads if there's something we can do here to help. Re-adding Locksmith to your apps list could help us see what's going on under the hood of your theme, if that's useful. :)

All the best,

-Isaac

Updated response: You had to wait too long for something this urgent. We're already in motion to address this. ❤️ Locksmith is the right choice for thousands of stores of every single size, but it is not the right choice for everyone, and everyone should use what's right for them. Thanks for giving us a chance. All the best. :)

---

Uninstallation can be a tripping point – this is real, for apps like Locksmith. And I get it – it's completely frustrating to just remove a thing and have that simple action cause a problem.

Shopify doesn't let these apps auto-remove theme code after the app's removed from your list. We do our level best to be proactive, given this:

(1) We talk about the uninstallation process in our user agreement (uselocksmith.com/agreement), which everyone is required to see and read and agree to before using the app.
(2) We link to uninstallation instructions at the bottom of every screen in Locksmith, and include a single-click button for stripping all of Locksmith's code out of your theme.
(3) Our system sends an automatic email when the app is removed, if we detect that there's still code left in your theme, linking to the removal process.
(4) If you don't add any locks in your account, or if you remove them all, Locksmith won't put any code in your theme. We *only* add code if you've configured something that explicitly requires it.
(5) We work very, very hard to provide excellent customer service, when things like this happen and also for everything else. We've seen it all, after nine years of doing content protection apps on Shopify, and we will always, always work hard to help you. ❤️

To BALI Lash: I've personally responded to your emails, so look for those replies. I'm here for anything else we can do to help.

-Isaac

Can do! (We reached out promptly. Helping is what we do. 💪)