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How can I contact customer service if my account is locked?

TY47
Visitor
1 0 0

Does anyone know how to get help from the company? I am locked out of my account because my email doesn't exist anymore. They are over drafting my bank account and I have no means of cancelling. This is two months now and I still can't contact anyone. Someone help please.

Thomas Yagla
Accepted Solution (1)

Summer
Shopify Staff
1354 321 232

This is an accepted solution.

Hey, @TY47! Welcome to Shopify Community!

 

We would love to assist you with your account. Due to this being an account-specific concern, you'll need to create a support ticket and speak with our support team so they can securely access your account and information. Please visit https://shopify.link/o71x to create a support request. You can click Can't log in to your Shopify account > I still can't access my account as you're unable to log in and you'll find the option to reach our support team underneath the help articles presented to you.

 

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

Summer | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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Replies 10 (10)

Summer
Shopify Staff
1354 321 232

This is an accepted solution.

Hey, @TY47! Welcome to Shopify Community!

 

We would love to assist you with your account. Due to this being an account-specific concern, you'll need to create a support ticket and speak with our support team so they can securely access your account and information. Please visit https://shopify.link/o71x to create a support request. You can click Can't log in to your Shopify account > I still can't access my account as you're unable to log in and you'll find the option to reach our support team underneath the help articles presented to you.

 

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

Summer | 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

Twentyfiveforty
Tourist
4 0 12

Creating a support ticket doesn’t help when you are in need of immediate assistance. I have had this issue oh so many times over the past 3 years and nothing has changed. You guys make it difficult to request a call to someone on staff, or to even reach out and ask a question and receive an answer in a timely manner. I requested and needed help a year ago on some thing, specific, and I have yet to receive assistance.... The customer service once you finally get someone to actually assist you, is very helpful. But actually trying to reach someone that you can talk to you over the phone is way more difficult than it should be. Especially for paying customers. I'm paying for a service that I'm not receiving and it's not fair. I get overlooked, dismissed and ignored whenever I reach out to ask for assistance.

Summer
Shopify Staff
1354 321 232

Hey, @Twentyfiveforty

 

Thanks for sharing your feedback here. I definitely hear you and I appreciate you voicing your concern to us. I thought I'd let you know we no longer offer phone support, however, our live chat support, as well as email, is very much still available. You are able to reach our support team anytime by visiting our Help Center so please feel free to head over there whenever you have questions or concerns relating to your store. If you still have trouble speaking with a support advisor, let me know and I'll help you out!

Summer | 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

Gabe1519
Visitor
1 0 4

It appears live chat is no longer available so there is absolutely no way for any Shopify customers to get in contact with you guys. I’m trying to renew an expired domain and the only way to do that is to contact you. So help me out now or I’ll take my money elsewhere and you can keep the expired domain. It will cost my business but I’m willing to rebrand the entire name just so I don’t have to deal with you guys. 

Summer
Shopify Staff
1354 321 232

Hey, @Gabe1519! Welcome to Shopify Community!

 

I understand that you need to renew an expired domain. You're absolutely right in saying that our support team needs to assist you with this. I'd love to help you out and ensure that you're able to get in touch with them. To clarify, the live chat support channel is and has always been available. In fact, we've been speaking with merchants every day. The steps to create a support ticket have changed, which is likely why you can't find the option to speak with our support team. I've outlined the instructions below, so please feel free to refer to them to create a support ticket.

 

  1. Visit our Help Center.
  2. Chat with the AI assistant and enter "account concern."
  3. Click Chat with a Support Advisor as shown on this screenshot.

 

If you encounter any difficulties getting in touch with our support team, let me know and I'll be happy to continue assisting you.

Summer | 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

Twentyfiveforty
Tourist
4 0 12

This is useless! You know good and well the people that need help from you need more help than just a damn chat session. Most people need a street conversation. Your company is useless and lazy af! 

hot-tech-i
Visitor
2 0 0

Hello Summer,

I am someone having a difficult time with customer service.  I had assistance from someone to create my shopify store.  Unfortunately, when I used the link to creat the staff account and spoke to customer service by chat, I didn't realize the delay in taking the store over must have been the last day, which I paid for monthly subscription.  I have been billed twice and have YET to finish my store and launch.   Is there a way to correct this so I get back two months I lost from not having my store active?  I really need help to get back

Twentyfiveforty
Tourist
4 0 12

I'm sorry you're dealing with this issue. I have the same issue in trying to reach support. They're never available when I really need them. If you get a reply that's helpful, I hope to be able to get that info too. I ALWAYS have a very difficult time reaching Shopify's customer support when you're really in a time of immediate need. I go direct to the support section but I hardly can ACTUALLY reach someone when I really REALLY need help in the moment.

itsewez
Visitor
2 0 7

1000000000%  finding support is awful and it's clear that they purposely do this to try and save money on a call center but overall the customer's/Shopify's users now have to suffer.

Twentyfiveforty
Tourist
4 0 12

OH SO TRUE!!! And they don't seem to care at all how it affects us or our
businesses. It's sad and pathetic. If you come across a new platform that's
better than this mess, Please feel free to **Moderatore Edit** let me know. I just haven't had time to
research and move to another platform.