Failed Payment Cannot Resolve Because I Don't Know Old Account Info

New Member
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I can't get this resolved because I don't know AND I CANT FIGURE OUT HOW TO CONTACT SUPPORT DIRECTLY!  This is beyond frustrating... How do I get an actual person to help me???

Community Manager
Community Manager
503 29 787

Hi @sickmuledotcom 

The steps below will allow you contact support whether you log in to the Help Center or not. 

  1. Go to
  2. Click Log in and enter your details. (If you are unable to Log in successfully, click the link above again and select Continue without logging in)
  3. REQUIRED: Enter a brief description of your question into the search bar.
  4. Search results will be shown; if you can’t find what you’re looking, scroll down and below Get Support click Continue
  5. Choose the way you want to contact Shopify support from options provided. 

Please note the phone callbacks will be available depending on our current contact volume.

If you don’t see the “schedule a callback” option, please reach out via another support channel such as chat, or email. 

If you are encountering trouble contacting support using the steps provided please provide as much detail as possible on what you are seeing. Which step are you at, what did you search for etc.

Screen A - After a search, if results do not help click Continue


Screen B - The contact options are shown (in this case, Chat and Email only)


TyW | Online Community Manager @ Shopify 
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