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

[TY47]

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.

[Summer · 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!

[Twentyfiveforty]

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]

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!

[Gabe1519]

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]

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.

[ErinBB]

Hey ! Live chat doesn't work if you can't login

[Blair]

Hi @ErinBB, thanks for joining this thread.

I'm sorry to hear that you're having some trouble connecting with our support team. To begin a live chat, you can follow the steps outlined below: 

• Head over to our Contact Page.
• Enter 'Can't log in' into the chat box.
• Select the 'I still need help' option
• Select the 'Account Support' prompt to view our available support options.

For reference, I've included a screenshot of what the chat will look like following those steps: 

Please let me know if you have any other questions or concerns. 

[ErinBB]

I am having the same issue. I have been locked out of my account for over a week and there is absolutely no urgency on behalf of Shopify to fix this.  The only human support I can reach is the POS phone line and they are nice but unable to do anything at all.  I cannot log in to get help on the chat so had to create a separate account to write this.  It is apparent that closing someone's online store while an extremely slow account authentication process takes place is not important to Shopify. I am extremely frustrated, cannot conduct business now for over 6 days, and there is NOBODY to contact to fix this.

[Twentyfiveforty]

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! 

[ErinBB]

I agree - I just switched to Shopify from Wix with the idea that the support would be much better to run my online business.  It is total crap - there is no support, and I have been locked out of my account for no apparent reason. I am not a robot.  If there is a reason, then what I need is a human to help be fix the issue.  Instead, I am locked out, cannot access the 'helpful live chat', and can't do any business --- FOR A WEEK!

[hot-tech-i]

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

[thisapptrash]

You stupid mf I cannot cancel my subscription and or payment method if this issue isn’t resolved y’all will be getting sued for false advertising execissve charges to one’s card without being able to cancel it

[Jonboy1980]

I hope this message finds you well. I am writing to request assistance with regaining access to my Shopify account. Unfortunately, I have been locked out of the email associated with my account, due to issues beyond my control. I am currently in the process of appealing with Google to recover the email, but I am unsure if or when I will regain access.

Since my Gmail account is essential for logging in, I am unable to access my Shopify store at this time. I would greatly appreciate any guidance or assistance you can provide to help me regain access to my Shopify account through alternative means.

Please let me know what steps I can take to verify my identity or provide additional information to resolve this issue.

Thank you for your understanding and support.

Best regards,
Jon 

Recovery email: 

[REDACTED]

[Twentyfiveforty]

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]

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]

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.

[Iwarnedypu]

Squarespace. DO NOT USE SHOPIFY.

This is a common problem. They know about it and have not fixed it. Go to their competitor. It's not worth the hassle.

make sure they refund you before you go though. They owe me money too.

[ErinBB]

It's the worst!!! There is no way to fix a small problem - and Shopify seems to think that it's OK just to let you wait - while you're locked out of your online business.

[ASchu22]

Did you ever get back in? I am dealing with this now and have been locked out for 2 weeks!! They say they will send an emai land never do. I just don't even know what the issue is or how to resolve it!!!! They are completely unhelpful!! I am thinking about getting my lawyer involved as they are holding a decent amount of money and aren't letting me access anything!

[ErinBB]

After two weeks—*maybe more than two whole weeks*—of battling through their
never-ending online customer service maze, what did I get? A reset password
email. That’s it. No apology. No follow-up. Nothing. I’m talking about the
most frustrating customer service experience I’ve ever been through—by far
the WORST. There was zero urgency, attached to a small business essentially
being shut out — and not a single human to help troubleshoot. A trained
person would have fixed this in 10 minutes, tops. Instead - a new headache,
and an unwelcome time consuming issue to deal with . I’m sorry I cannot
give you a more optimistic picture here. Honestly, if I hadn’t just poured
time, money, and energy into switching my site to Shopify, I’d have jumped
ship.

[ASchu22]

My account has been locked for 2 weeks. I need resolution!! HELP!!! UGH!!! 

[Iwarnedypu]

Answer: You can’t.

use Squarespace instead. They have live customer service. 

shopify uses chatbots that will send you to FAQs until all your business is depleted while still billing you for services you can’t use. Let me know when the class action lawsuit happens so I can join. 

their practices are predatory and use AI to screw you. Literally anybody else is a better option. 

[Phil123]

Can I sue the shop a round the corner from where I live as he did not ask me how much redbull I consumed on Sunday so of course he sold it to me but unfortunately they had to take me to hospital so can I get paid for his mistake