Contact support

How to reach the Sami B2B Lock, Password Protect support team when self-service troubleshooting isn't enough.

If the FAQ and Lock not working checklist haven't solved your issue, reach out and the team will help directly.

Email

Email [e-mail] with a description of the problem, the lock (or setting) involved, and — if it's a storefront issue — a link to the page where you're seeing it. The more specific you can be about what you expected versus what happened, the faster support can help.

In-app Contact form

You can also reach the team from inside the app on the Contact us page in the app's navigation. It's a short form with:

• Your name and Your Email — pre-filled from your store's info where available.

• Subject — pre-filled with a default subject you can edit.

• Collaborator request code (optional) — see below.

• Message — describe your issue or question.

Fill in the fields and click Send to submit your message directly to support.

Giving support access to your store

The page explains that support can help faster with access to your Shopify admin — specifically Apps and Online store → Themes — and gives you the email address to use when creating a staff account for them.

If you'd rather grant access as a collaborator, the form has a Collaborator request code field. Your 4-digit code is in your Shopify admin under Settings → Users and permissions, in the Collaborators section; there's also a get collaborator code shortcut next to the field.

Granting access is optional. You can submit the form without it — support will just ask for whatever they need to reproduce the issue instead.

The in-app Contact us form, reachable from the app's main navigation.

Try the self-service steps first — many issues (an app embed that's off, a leftover grant-access cookie, a fail-open Custom liquid rule) can be confirmed and fixed in a couple of minutes without waiting on a reply.

Related docs

• FAQ

• Lock not working

• Enable the app embed