How can I reactivate my frozen eCommerce account to reconnect my domain?

TheeShopitfy
Visitor
2 0 0

Beyond frustrated, I had a store front once, deactivated it as it was not needed at the time, wanted to reactivate it but it kept saying I did not have access with my email address (the ONLY email address I have every used) 

 

I'm new to the deactivated side of shopify so I though I was required to make a new page. 

 

Created the new page  then tried to connect my 3rd party domain it says I can't becuse its connected to a frozen account.

 

Again cant access the account to do anything, I'm more upset that I did allof the steps in the help center when I deactivated the account so I don't know why its not working. 

 

Ready to start my new venture and now I'm stuck

 

How do I log back in to the deactivated account, to unfreeze it to disconnect my 3rd party domain so I can use it on the store I just created.

 

Or better yet how do I access the old account so I can just use that one again?

Replies 4 (4)

Blair
Shopify Staff
1941 258 229

Hi @TheeShopitfy,

 

Thank you for reaching out to the Community. I'm sorry to hear that you're having some troubles with regaining access to an old account. 

 

As you are receiving an error with your email address, I'd encourage you to connect with us directly. This will allow our support team to take a closer look, as we wouldn't have access to any account details through the Community. They will be able to investigate further and advise on how you regain access to the old shop and/or transfer over the domain to your new shop.

 

As you can't log into your shop, you can follow the steps outlined below to connect with us:

 

  • Head over to our Help Center.

  • In the virtual assistance chat box, please type I can't log in.

  • This will populate a few resources, where you can wait a few moments until you see the I still need help option.

  • Click Account Support.

  • Scroll down until you see the option to chat with an advisor. 

 

Please let me know if you have any troubles with those steps outlined above, as I'd be happy to provide further assistance. I look forward to your response.

Blair | Shopify 
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Prisilla
New Member
4 0 0

i have the same problem. do you able to solve yours??

Blair
Shopify Staff
1941 258 229

Hi @Prisilla,

 

Thank you for reaching out to the Community! 

 

If you're receiving the same error, you will want to connect with us directly. This will allow our support team to take a closer look, as we wouldn't have access to any account details through the Community. They will be able to investigate further and advise on how you regain access to the old shop and/or transfer over the domain to your new shop.

 

As you can't log into your shop, you can follow the steps outlined below to connect with us:

 

  • Head over to our Help Center.
  • In the virtual assistance chat box, please type I can't log in.
  • This will populate a few resources, where you can wait a few moments until you see the I still need help option.
  • Click Account Support.
  • Scroll down until you see the option to chat with an advisor.


Please let me know if you have any other questions . 

Blair | 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

rsmeets87
Visitor
2 0 0

I have exactly the same issue, already reached out to support.

What is the solution for this?