Locksmith

Hello! It looks like Locksmith was removed from your apps list before Locksmith’s code removal process was run. I’m really sorry for this experience, and I can definitely understand how frustrating this must have been. We really appreciate you letting us know how things went.

Locksmith does have a code removal process. However, after Locksmith is removed from the apps list, it no longer has permission to access your theme, which prevents it from removing its own code.

For anyone reading this who finds themselves in this situation: to remove all of Locksmith's code from your theme, reinstall Locksmith and then run the uninstall process from the Locksmith app’s “Help” page, or disable the app from the app’s settings page. You'll then be able to safely remove Locksmith from your apps list. Our comprehensive guide on this is here: https://www.locksmith.guide/basics/removing-locksmith

Regarding Locksmith’s pricing: Locksmith uses a Pay What Feels Good pricing policy. The price you see in the app is a suggested price based on your Shopify plan, but we're always open to a conversation about this and to work with you to find a price that feels good for both of us. You can read more about that here: https://lightward.com/pricing

We’re here to help! If you’re having any issue or are unsure how any of this works, please reach out to our support email address. We’re always happy to help: team@uselocksmith.com

We’re here to help if anything else comes up. 



All the best!
-Tristan 🙂

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

Thanks for letting us know how uninstalling Locksmith went for you! It sounds like Locksmith wasn't fully uninstalled, and was deleted from your apps list before running the removal process to ensure none of Locksmith's code is left in your theme. We disclose that it's critical to disable Locksmith before deleting it off your Shopify apps list in our usage agreement upon installation, which can also be found here:

https://www.locksmith.guide/policies/usage-agreement-annotated

It looks like you wrote in and one of my teammates took care of helping you remove any leftover Locksmith code from your theme, so you should be good to go. If anything else comes up that we can help with, please be sure to write back in. :)

Cheers!
Erica

Hello! I'm sorry this was such a frustrating experience, and thank you for letting us know how it went.

On support: we do our best to reply to every merchant within 24 hours, and often much sooner. In this case a teammate replied about five hours after you first wrote in, and confirmed that Locksmith had been fully removed and was no longer having any effect on your store. I'm sorry that still felt like a long wait — with a live storefront and a page you can't unlock, five hours is five hours, and I understand the frustration.

For anyone reading this who finds a page still locked after removing Locksmith: Locksmith does have its own code removal process, but once it's deleted from your apps list it no longer has permission to access your theme, which prevents it from removing its own code. To clear everything out, reinstall Locksmith, run the uninstall process from the app's "Help" page (or disable the app from its settings page), and then remove it from your apps list. Our full guide is here: https://www.locksmith.guide/basics/removing-locksmith

One more thing worth knowing: your browser saves copies of pages it has already loaded so they open faster next time. If it saved a copy of a page while that page was locked, it can keep showing you the locked version even after the lock is gone. A private browsing window ignores those saved copies, so it shows you what your storefront actually looks like right now — clearing your browser cache does the same thing: https://www.locksmith.guide/tutorials/more/how-to-use-a-private-browsing-session

We're always happy to help, any time, at team@uselocksmith.com.

All the best,
-Erica 🙂

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.

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

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!

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