Account access for B2C

[Highlight777]

• I have been waiting to get my email approved for access to my shop. Previous email inaccessible. This was Monday and I'm still waiting.. I have followed up with emails too. What is the best way to get Shopify to escalate this.? I also have to change my payment details as old card not functioning. 

[Thriveagency]

Here’s how you can escalate this effectively:

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1. Use Shopify’s Live Chat or 24/7 Support:

This is often faster than waiting for email replies.

• Go to https://help.shopify.com

• Scroll down and click “Contact support”

• Select your issue (e.g. "Account access" > "Can't log in" or similar)

• Choose Live Chat or Request a Callback (if available)

Pro Tip: Be concise but clear:

“I’ve lost access to the original email linked to my store and need access via a new one. I submitted the request Monday and haven’t heard back. I also need to urgently update my payment method due to a deactivated card. Can this be escalated?”

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2. Tweet at @ShopifySupport on X (Twitter):

They’re surprisingly responsive on social media.

Example DM or Tweet:

“Hey @ShopifySupport – I submitted a request to change my store email on Monday and haven’t received a response. I’ve followed up via email. I also need to update my payment details ASAP. Can someone escalate this?”

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3. Escalate via the Email Chain:

If you've already emailed support, reply to the same thread with:

“This is now urgent – I’ve been waiting since Monday with no response. I no longer have access to the old email and must update my payment info as my card is no longer valid. Can this be escalated to a manager or priority support?”

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4. Include Store Details for Speed:

When contacting support, include:

• Store URL

• Last 4 digits of card on file (if known)

• New email you want access via

• Confirmation that you no longer have access to the previous email

[Highlight777]

Thank you very much for your help. Hopefully I can get sorted.

[Highlight777]

Not got a resolution yet. I got an email yesterday and above it was another generated on the 9th with an expired link. I suspect it was generated on but never sent as there was nothing in my junk box. They asked that I request activation again if I still wish to replace email so I did. Now waiting for the link to send my ID.