Why hasn't Shopify support contacted me about my recovery code?

BeauKemp
Tourist
4 0 1

I chatted with someone on Shopify on Monday about recovery code and the lady said some one will email me to help, now is Saturday no one contacting me yet.  Any other way I can contact them? Because I can’t sign in to my account and already paid the monthly plan.

Replies 6 (6)

Maz
Shopify Staff
1211 129 184

Hi @BeauKemp!

 

Thanks for reaching out, and I appreciate that this would be a frustrating situation to be in.

 

Are you waiting on a recovery code in order to access your account? If you have opened a support request with our team, then you will receive an update soon as possible for them, they are aware of how important this is for you to get resolved. Feel free to also reach out to live support here at this link and request an update on your open request, you can 'continue without logging in' and still reach support as shown in my video here.

 

Let me know if you have any issues with that, have a good day!

 

Maz | Social Care @ Shopify 
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 - To learn more visit the Shopify Help Center or the Shopify Blog

BeauKemp
Tourist
4 0 1
Hi, no one contacting me back yet and I got charged for another month. I had to created a new online Shopify store and paid the whole year for fee. I can’t afford to pay both especially the account I can’t log in. I figured the reason Shopify won’t send me a recovery code because I change my phone. Can you please help before I get change for next month please.

Thank you
Maz
Shopify Staff
1211 129 184

Hey @BeauKemp!

 

I am sorry to hear that you have not yet received an update on this yet.

 

Can you confirm you have a ticket open with our support team, what was the last piece of information they gave you? As much as I would love to be able to check in on this for you, I am unable to access stores/accounts from the forums due to merchant privacy and security. Looking forward to your response!

Maz | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

BeauKemp
Tourist
4 0 1

The ticket number is 32938254
They just told me to wait for someone to contact me.

Maz
Shopify Staff
1211 129 184

Hey @BeauKemp!

 

Thank you for getting back to me.

 

As you mentioned you have no yet had an update, is it possible that a response may have been sent to your spam or junk folder in your email? You can also try searching the words exactly:  in:all Shopify in the search bar of your email inbox to see if that pulls up any emails for you too.

 

If that doesn't yield any results, I would suggest reaching out to live chat here at this link and asking for an update. Due to the sensitive nature of this and this being a public forum, I cannot the ticket number provided, I hope you understand.

 

I do hope this get's resolved for you very soon!

 

 

Maz | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

BeauKemp
Tourist
4 0 1

Thank you so so much Maz, I found an email in my spam box .