Can't access my store admin with an active subscription

[papayabearlala]

I'm having to repost this issue as part of the symptoms of the bug is that I cannot file a normal support ticket. I need help from a Shopify representative. I have already cleared cache / used different browsers and it doesn't resolve the issue. Thanks

I'm facing an issue where I cannot access my store admin for the store "sip-therapy".

When I log into Shopify, it immediately redirects to https://admin.shopify.com/store/sip-therapy, but that page errors and says "There’s a problem loading this page

Your account <myemailaddress>@gmail.com doesn't have permission to view this page. Try using a different account or going back to the Stores List page."

I can't even contact support about this, so community forums is my only recourse. When I report to the automated agent that I would like to contact a support person, it requires me to select (https://help.shopify.com/shop-select) a specific store. sip-therapy is listed as an active store, but once I click on sip-therapy, then it says "There is a problem loading this page.

A technical problem with the Shopify Help Center prevented this page from loading. Please go back to the Help Center home page or try reloading this page." This prevents me from creating any support ticket. Additionally, the link to Account Support errors and simply says "There's a problem loading the page."

I've always been the sole owner of the sip-therapy store so there is no reason for a permission issue. There is apparently a bug which affects my account, as Shopify continues to charge my credit card for membership. I'm trying to access so I can wrap up this old store. I need help from Shopify staff to fix this issue.

[Skye]

Hi, @papayabearlala 

Thanks for posting to the Community.

This sounds like a cache issue. I would recommend testing from an incognito or private browsing tab and try to login to your store. If you're able to successfully log in then you can simply head back to your normal browser and clear your browser cache and cookies for 'all time' and this will resolve the issue.

If this doesn't work, you can speak to our Support Team without logging in, however you have to ensure you are logged out of the Help Center or it will continue to try and get you to login to speak with Support.

Once logged out of the Help Center from the top right hand corner, type to the bot 'I can't login.' It will then send you a link to Account Support. From here, input your details and submit. On the final page scroll to the bottom and you will see a 'Chat with us' button.

I hope that helps!

[papayabearlala]

Hi! I was able to start a chat as a logged out user. Thanks

[Sophia]

Thanks for letting us know! I'm glad to hear that you were able to connect with the team.