Locksmith

Hi there!

Thank you for your feedback! I’m so sorry your experience with Locksmith was not a positive one. Not getting an answer to your email quickly is super frustrating and we totally get that. We know your online business is important to you, and feeling like something is actively causing you friction is not a good place to be in. We hear you, and we are taking steps to improve based on your feedback. So - genuinely - thanks for taking the time to let us know how it went for you.

For anyone reading this - a couple other quick things I'd like to add:

a) Locksmith code can be completely removed from your theme, swiftly and simply, from within the app: https://www.locksmith.guide/basics/removing-locksmith.

b) Using access control, via Locksmith or not, won't always be bulletproof. Secret links and passcodes, for example, can be shared.

c) For some Locksmith configurations (e.g. "secret links"), Locksmith may employ caching (“cookies”). Caching helps customer experience by improving the speed of the Locksmith app on the frontend of your store. The Locksmith cache is stored on the customer's browser, and the traces of this may end up in the "Additional Details" section of orders. If you've deleted Locksmith, seeing these in your orders is not an indication that Locksmith is still embedded in your theme, just that the customer in question is running on the same browser "session" that they were running when you still had Locksmith installed on your store.

All the best,
Erica

❤️ We've responded to each of the two messages we've received from you, within the same day. In one of those responses, we reached out from a different email address, in hopes of bypassing any spam filters that might have been in the way.

We're here, and we're trying to get back to you. :) If you still aren't seeing our messages, I have two ideas:

1. Email us directly at team@uselocksmith.com. It looks like your messages have come in via the in-app messenger and via the app store contact form, which means our replies are going to the address Shopify has on file for you (n[...]a@m[...]u.org). If that's *not* your email address, that would explain why you're not seeing the replies. :)

2. If that doesn't help, please do check your spam box, or any other place where filtered messages might end up.

All the very best,

-Isaac

Locksmith doesn't create a performance issue out of the box, but some configurations coupled with some themes *can* be problematic. For complex themes, it's possible for Locksmith's "Hide any links to this [locked resource]" option to create a performance problem. We've got a guide on handling this here:

https://docs.uselocksmith.com/article/432-what-should-do-i-do-if-my-site-is-loading-slowly

... and we're always available to help, if you find a performance issue with your store.

I hear you – thanks for letting us know. If it helps: because of the way Shopify's Online Store channel is built, it's impossible for any third-party access control app (including Locksmith) to fully block all bot activity. We talk about this in our user agreement, which everyone sees and accepts when they install Locksmith, and which we wrote to make sure we're clear and up front about all this. You can see the user agreement here: https://uselocksmith.com/agreement.

I understand you were expecting Locksmith to block those bots; given the specifics of how Shopify itself works on this one, the best we as a team can do is to be clear about what Locksmith can and can't help with. If there's a way we can communicate this better going forward, let us know – team@uselocksmith.com. We're here to help, however we can. :)

All the best,

-Isaac

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