Cant log into Shopify app on new phone

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Hi Community,

I've seen a few other users have had the same problem as me in the past, but I can't find a remedy that works! 

I have a new phone (Galaxy S21) and when I try to log into the Shopify app, I get the message "Something prevented the captcha from loading. Try disabling your ad blocker or reload the page."

I've disabled ad blocked, allowed cookies, uninstalled and re-installed the app and pretty much got rid of all security on my phone but I still get this message. I can log into shopify on my laptop and on other mobile phones. Just not this new one.  

Has anyone else had this problem?


Community Moderator
Community Moderator
2570 337 524

This is an accepted solution.


It sounds like you've done everything you can to troubleshoot the issue. In this case, I would recommend contacting our Support so they can create a ticket and escalate this up to our Technical Support for further review. 

While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit and log in to your account to create a support request.

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

Trevor | Community Moderator @ Shopify 
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