Locksmith , 468 reviews

Overall rating
4.6
Counts per rating level
  • 89% of ratings are 5 stars
  • 3% of ratings are 4 stars
  • 1% of ratings are 3 stars
  • 2% of ratings are 2 stars
  • 6% of ratings are 1 stars
What merchants think

Feedback submitted

Merchants highly value this app for its ability to restrict access to specific products and areas of their site, making it ideal for separating wholesale from retail, hiding out-of-stock items, and managing private launches. It's also praised for its seamless integration with user registration and its capacity to customize product offerings for different international markets. The app's customer service is commended for its prompt and efficient responses. Its unique pay-what-you-feel-is-fair pricing model based on usage is also appreciated. The app is also used to create exclusive sections, like a "VIP" area, and to offer wholesale pricing lists cost-effectively.

January 4, 2019

I have used the original version of Locksmith on a site for 3 years. I set it and forget it. Now, on a new site, I see the price has gone up to a GREEDY level, considering everything Locksmith does you can do with 10 lines of code. The admin portion is also a disaster with so many helpful little things getting in the way of me just checking some boxes like a normal human being.

Even the messages section took a step back, with just a paragraph of unformatted text, instead of a nice redirect to create an account or log in.

Hipsters have to make money though so they can make hipster promotional videos.

Vaping Doesn't
United States
7 months using the app
April 21, 2020

The locks worked well and it was super easy to use/set up but this app slowed down our site immensely. We ended up removing it because many of our pages and collections kept crashing. After we removed the app, our pages started to work again.

Natural Food Pantry Online Store
Canada
7 days using the app
Lightward replied April 27, 2020

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.

April 29, 2019

Promising features, but didn't work to lock our entire storefront without major glitches. Was unusable and we uninstalled.

BedJet
United States
10 days using the app
Edited April 5, 2018

If you let the subscription lapse they literally tell you that your content will remain locked UNTIL you pay them. Nobody should support a company that holds their customers' software hostage until you pay them.

Once they default to OFF instead of ON when the subscription expires I'll look at revising this review.

Mondofood
United States
16 days using the app
March 13, 2014

Seems to work ok.. but it has zero support and I have an issue with my wholesale items being searchable in my shop. I emailed them weeks ago and never heard back.

Andrea Bonelli Jewelry
United States
About 1 month using the app
August 7, 2022

The app worked very well but when the trial expired, all my products got locked and were not accessible by any customers, even the products that were not locked. I had to pay a subscription fee to go back in the app and disable the locks. I was under the impression that all the locks would be disabled when the trial expired, which would be the logical next step. So I did not go into the app and disable it. After a few days, I realized all my products were locked and the app had disappeared. Cold sweat!!!! I did receive a warning email but it was not clear. The logical process would be to disable locksmith when the trial ends and let all products be visible again. They hold us hostage instead of letting us try the product and disable it when the trial is over. Not impressed by that.
No amount of: "we told you by email" will make this process better. It feels like a scam to me.

Milpali
United States
About 1 month using the app
Lightward replied August 9, 2022

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

November 30, 2021

Avoid this app at all costs. We set it up and unfortunately it did not meet our needs. We disabled the app per their instructions and then deleted it. On our busiest shopping day of the year their app was still holding our collections hostage and I had to pay for a subscription to go in and shut it down. Beyond disappointed.

jointcustodydc
United States
12 months using the app
Lightward replied December 8, 2021

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

July 29, 2022

Using this app, causes my SHOP to not be active and interferes with sales. I am having to delete this app.

Chef Gina's® Mini Food
United States
1 day using the app
Lightward replied August 2, 2022

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

June 11, 2020

Fantastic app but the support is absolutely poor. If you're savvy with Shopify and can manage to work the app out on your own, it will definitely do the trick. As soon as you have an issue, though, you're stuffed.

Stationery R Us
Australia
About 1 year using the app
Lightward replied June 12, 2020

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.

March 12, 2018

horrible web site the worst in the world. Very difficult.

Ciao Milano Wholesale
United States
Over 5 years using the app