Can't access my admin account

[CDLegasse]

So i get this error trying to log into my old account. I want to set up a new storefront but I don't want to create a new account, but this is happening. This happens any time I try to access any part of my admin account

[Emily]

Hi, @CDLegasse.

Thank you for reaching out! Have you tried on a different browser or device? 

[CDLegasse]

It happens in other browsers as well.

I can log into the app and see my store, but I can't add a new store and subscribe for some reason, the payment refuses to go through.

Feels like my account is shadowbanned or something for being inactive for a long time.

[Emily]

Hi, @CDLegasse.

Thank you for that information. 

Are you able to create a new store under the same email?

[CDLegasse]

No, I can't get past the "submit payment" button on the app, so I cannot create a new store.

[Emily]

Hi, @CDLegasse.

Thank you for your reply!

Can you share a screenshot of this page on the app?

[CDLegasse]

I'm not able to do that right now, but it's just the checkout page on the app, when I try to pay for a month for only a dollar, when I click submit, the app acts like it's going to submit my payment then just sends me back to the menu where I get to choose my subscription so I have to start all over. It does this repeatedly.

[Elias]

Hey, @CDLegasse.

Thanks for following up with the additional context.

It's important to note that the first month for one dollar promotion is only eligible for new Shopify accounts, so it's possible that your old account is not eligible for this promotion. However, this should not prevent you from logging in and reactivating your store on one of our monthly plans. If the problem continues to persist, then it looks like we'll need to access your account in order to get a closer look and resolve the issue. While we're unable to provide account-specific support via the Shopify Community, we'd be happy to continue assisting you through live chats. Simply visit the Shopify Help Center and login to your account, then use the AI Assistant to create a support request. 

If you have any other questions on this topic, then don't hesitate to let us know.