Locksmith

Thank you so much for sharing your feedback, and I'm very sorry for the issues you faced when using Locksmith. We understand the frustration that comes about when unexpected things happen.

To start, I'd like to address the Shop App issue, for you and for anyone else who reads this:

Please note that if the Shop App is an important part of the traffic and sales on your store, you may not want to install Locksmith, or any other access control app, because the Shop App will stop functioning.

The Shop App have some requirements for using their app. One of those requirements is that the store may not use any access control apps. This includes Locksmith, and any other apps that conditionally restrict access or "gate" the store. You can read the requirements for the Shop App, currently at this url:
https://help.shopify.com/en/manual/online-sales-channels/shop/eligibility/requirements

This is something which is out of our hands, since it's not a requirement we set. Because we know this is important, we make this a major heading in our Agreement page. This agreement must be accepted when the app is installed and before it can be used. You can find the text of that here:
https://www.locksmith.guide/policies/usage-agreement

Using a Locksmith secret link with mailing lists services like Klaviyo can sometimes result in access being denied, and it's usually a minor formatting issue. It looks like we were able to offer you a fix, but at that point you had noticed that the Shop App was inactive, and needed to remove the app.

Locksmith secret links are often used in mailing lists, but they may need to be double checked for formatting. Mailing list emails can sometimes alter the link in a way that results in access being denied, and double checking that the URL parameters are formatted correctly will get things working. We're happy to troubleshoot those if your tests don't work. :)

Again, I'm sorry for the frustration you experienced. We're here to help if you need us.

All the best,

-Ken

❤️ I feel you; this kind of thing can be unpleasantly surprising. Because Shopify doesn't allow recently-removed apps to go back and clean up their theme code, it's really important to disable Locksmith within the app (or simply delete all of your locks) *before* removing Locksmith from your apps list.

If this is still affecting you, here's the place to start: https://docs.uselocksmith.com/article/221-removing-locksmith

Or, send us an email at team@uselocksmith.com. We're here. :)

For those looking in on this review, it's worth mentioning that we work *hard* to communicate the uninstallation process:

* We send an automatic email to the store owner immediately upon app removal, if we detect that Locksmith's code is still in your theme.
* We include the uninstall requirements in our required user agreement, on the first screen of the app.
* There's a link to our uninstall process at the end of every page within the Locksmith app, and in our immediate auto-response to new inquiries to team@uselocksmith.com.

We're here to help, always, always. :) To the reviewer: thanks for letting us know how this affected you. We haven't heard from you via email, so I'm hopeful that you've been able to get this sorted. Please reach out if there's anything we can do to help you further.

All the best,

-Isaac

I’m sorry you had to experience this. The issue coming from Locksmith in this case was that the add to cart button, in the featured products area of your home page, was showing as “sold out” until the customer interacted with the variant selector. Your developer removed the Locksmith code from that template, which fixed the problem, but Locksmith automatically added its code again shortly after, and the issue resurfaced.



I totally understand your frustration, and while we did mention that Locksmith auto-installs, we should have brought up the ignore list functionality to prevent that from showing up again. Locksmith has an ignore list on the Settings page, which allows you to specify theme files that Locksmith should leave alone during its install process.



We did see that your slider navigation was not functioning, but it seems that was a side effect of the product object being “nil” in the featured product area, or perhaps something else in that template. Those are generally unrelated, and we're not sure why that happened, since the app is only working with your products and variants.

We’ve been able to duplicate the add to cart button issue on other themes, but not the unresponsive menu. That’s something specific to the theme you’re using, and fixing the add to cart also stopped the navigation menu issue.

I’m glad we were able to get this fixed for you, and that everything is working.

Again, I’m sorry for the frustrating situation. We’re here to help if anything else comes up. 



Best,


Ken

I hear you. ❤️ Looking back at the emails from yesterday, everything was good to go at that time – it sounded like you were really happy with where things were at. :) I understand that things come up, and I'm sorry that we weren't able to get back to you in time for what you needed today. I get that it's frustrating to have an emergent situation, in which you need help on a tight timeline.

We only received one of the two emails you mentioned in your review. The email came in at 11:12am today (local), about a launch scheduled for 1pm. We were able to get back to you at 3:04pm, two hours after the launch, and just under four hours after your initial email.

Realizing that your deadline has already passed, if there's anything more we can do to help, please let us know. We can't guarantee specific turnaround times, and I understand and respect if that means you need to find a different solution. By all means, do what's best for you and your business.

Thanks for letting us know how this went for you. It all matters.

All the very best,

-Isaac

❤️ Thanks for letting us know how this went for you. We'll always do our best to help, in the most efficient way we can. Please know that our effort is always in earnest, and your feedback is both useful and heard.

All the best,

-Isaac

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

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