Can No Longer Access My Online Store

[EmpireOfStoke]

I have been working on a store design with a bunch of collaborators over the past 12+ months. I have recently changed the store ownership over to my own email address and can no longer see my online store. It is as though Shopify thinks I am a completely new customer.

I do not know what to do or how to access my store now.

Any suggestions please Shopify?

[Erin]

Hi, @EmpireOfStoke. I'm happy to help with this! I just have a few questions to make sure I'm understanding everything correctly. 

• Can you walk me through how you transferred store ownership? Was your store previously a development store and did you follow these steps? Or did you do this another way?
• Did you only work on your store design using your theme or did you also manage settings in the Shopify admin, like adding products and setting up your shipping?
• Can you walk me through how you are trying to log in to your account? Are you following these steps?

To double check if the store you were working on is associated with your email address I recommend entering your email address on this page. When you do this you'll receive an email at that email address listing any stores that are associated with the email address you entered. This can help you confirm if you're logging into the correct store. For further help with this I also recommend you contact our support team here. We can't see any account details here over the Shopify Community, but if you speak with us through the page I shared we'd be able to review this with you in more detail to determine what's happening with your account.

Please let me know if you have any questions!

[EmpireOfStoke]

Hi Erin,

Thanks for getting back to me.

I will step through the email check and see if any stores show up associated with (what I think) the address.

I will be back in contact in a couple hours.

Thanks,

Brad

[EmpireOfStoke]

Hmmm... looks like no stores associated with this email address... which leaves me wondering how I was previously able to access it...

My web developer in India had control of it up until recently when I transferred ownership to myself.

I think I had erroneously given him ownership by mistake when I first gave him access...

I only realised this when attempting to log in after a break of over 3 months and had to get him to log in using that 10 digit code thing and then got in myself and thought that I had changed ownership back to myself...

Looks like I have done something wrong.

All the same I would like to be able to access my site again and finish off working on it.

I was planning to go live next week.

Yes, there are products etc. all loaded up in it and it was 95% of the way being completed.

[EmpireOfStoke]

I've got oodles of screenshots of stuff as I was transferring this over so perhaps we can reverse engineer what I had done and work out where I went wrong.

I'll be back in a couple hours, just need to go fetch my daughters from school now

[EmpireOfStoke]

Hi Erin, I am not able to see my store and cannot see how to contact someone at Shopify to raise this as an issue ticket... I just keep going around in circles with FAQs and other help information, but I need to get a human at Shopify to look into this for me.

[Dejana]

Dear,

I am writing to request an answer. I have just subscribed to your Shopify plan, and within the trial plan, I selected a website theme that I started working on. Now that I have subscribed, I no longer have the option to continue working on or finish my website. Before publishing, my intention was to purchase the website theme. Could you please explain the details of why this is happening?

Thank you.