Locksmith , 468 reviews

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.

Hey there! There’s no need to subscribe to Locksmith to unlock your content. Locksmith can be disabled from the settings page in the app, using the “Disable Locksmith” button.

I can definitely appreciate why finding that your products are still locked when you didn’t expect them to be would be an unpleasant surprise! For this reason we mention specifically in the emails that are automatically sent out, that a subscription doesn’t need to be started, and that customer access to your locked content will be disabled when a trial lapses. We do not hold stores hostage.

​I understand why you might expect Locksmith to automatically disable your locks. The reason we've chosen not to automatically disable all of a store's locks is because some shops may let their trials lapse before subscribing, or they may simply need to update their billing information with Shopify, causing the payment to not be processed.
​
​If that happens, we want to make sure the locks are still in place, since shops rely heavily on us to protect content. We're first and foremost an access control application, and so disabling locks could open up shops to showing content or selling products to folks who shouldn't have access.

Thank you for your feedback. These are important points that we want merchants to be informed about. Again, I know that situation wasn't ideal, to say the least, and I'm sorry for the confusion and issue.

We are now looking into how we can improve messaging in the app to make it clearer that a subscription isn’t needed to disable or uninstall Locksmith, and that a subscription is only required to keep using Locksmith.

All the best!

- Tristan

Hello!

I'm very sorry for the hassle you experienced here. I'm not 100% sure how things transpired, but according to our records this store didn't have an active subscription at the time, and the trial period ran out more than 10 days before. Locksmith would have been suspended at that point, and so your keys wouldn't work to open any locks.

Locksmith does have an uninstall process to remove its code from your theme, and that can be initiated by disabling the app on the settings page, or by clicking the Remove Locksmith button on the Help page. No subscription is required for these actions, but Locksmith does need to be authorized to complete them.

We definitely don't want to cause your store issues in this way, but we do aim to make sure we don't surprise you by opening up all of your locked content in any situation. We want to you know, 100%, that your locked areas are being opened up to the public. That's why the locks stay locked until you disable them.

Again, I know that situation wasn't ideal, to say the least, and I'm sorry for the confusion and issue.

Looking into your account, I do see that you still have an active subscription to Locksmith. I can't cancel that for you, but you can do that by removing the app from your Apps list. At the time of this writing, you have no locks in place, and so Locksmith has no code in your theme, so it's safe to do so.

If/when you do, be sure to send us a message and we'll issue a refund for that charge. We're here at team@uselocksmith.com, so just let us know. ❤️

Best 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

Support is something we work hard at, and do really well with – keep reading our reviews. "Extremely helpful", "responsive", "the team at Locksmith are beyond helpful, beyond wonderful". We are consistent with what we bring to the table. Every so often, the wires get crossed. In this case, they got massively crossed. Our support, offered in good faith and positive intent, was labeled "disgusting" and "disappointing", and we were interpreted as "disinterested". If someone holds this perspective, I *understand* why they'd feel stuffed. No one wants to feel unheard and un-aided, and I'm sorry that's the impression that was struck. The intent, as always, is to help. ❤️

To the reviewer: I'm sorry this went this way. We work hard to enable, which is why we generally don't reconfigure things *for* our users – instead, we send along screenshots and instructions, illustrating what could happen next. I understand the instructions you received weren't enough. You weren't kind about letting us know that. I'm glad you got it figured out (thanks for letting us know that you did); if you need help in the future, we'll be here.