Re: I'm unable to connect to my store

I'm unable to connect to my store

GetAway
Visitor
3 0 0

Recently we changed the contact for our account, as the last administrator has left. We changed the email & contact name, verified it by email, but when we tried to log in it said we didn't have permissions for the store. 

I am now unable to contact support for help.

When I try to connect to the store, I get "There’s a problem loading this page

Your account doesn't have permission to view this page. Try using a different account or going back to the Stores List page."

When I try to contact support I get "There's a problem loading the page

Check your internet connection and refresh the page." When I refresh it brings me right back to the chat.

There is no issue with my internet. I have tried from different mobile phones & computers at different locations across 4 different internet providers without success.

The owner tried to go in and change her password, as she currently only has viewing access and it won't allow her to update her password either.

Are there any work arounds or other ways to contact support?

I have already tried each of the methods below...

  • Cleared my Cache and Cookies.
  • Tried accessing in an Incognito Tab. 
  • Tried Other Devices (i.e a cell phone/desktop/laptop/ipad).
  • Tried using Another Browser (Safari & Chrome).
  • Tried accessing from the Shopify Mobile App. 
  • Restarted my devices.
  • Make sure your device is Up To Date.
Replies 5 (5)

BSSCommerce-B2B
Shopify Partner
565 114 137

Hi @GetAway 

I guess your Shopify Account was suspended from "User and permission" so you can not access to this store. 

From my experience, only owner can check the suspended staff list -> Click Reactivate to fix this issue.

 

Furthermore, if store setting need the password to reset staff list or staff permission, you need to contact Shopify Support to fix/ reset the password for you.

 

Should you need any further information, please do not hesitate to contact us by tagging directly at Community post. We will check and let you know soon

If our suggestions are useful, please let us know by giving it a like, marking it as a solution.


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GetAway
Visitor
3 0 0
Hi,

The owner can’t make any changes and every time we try to contact support it says unexpected error.
Victoria
Shopify Staff
2274 154 262

Hi, @GetAway.

 

Welcome to the Shopify Community, and thanks for sharing your questions. We're sorry to hear you're having trouble accessing your account.

 

As, @BSSCommerce-B2B has mentioned, you'll need to get in touch with our authenticated Support via the Shopify Help Center, so we can continue assisting you. This is because we do not have authentication tooling or access through the community forum. 

 

When accessing the Shopify Help Center, please type your question to the Help Center Assistant, select 'I still need help' and you should be presented with additional options to Chat with a Support Advisor.

 

If you have any questions navigating the Help Center, feel free to share them here, and I'll have a look.  

Victoria | 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

GetAway
Visitor
3 0 0
Every time I click on the support link it says unexpected error. I haven’t been able to connect in a week which is why I posted here.
Victoria
Shopify Staff
2274 154 262

Thanks for your reply, @GetAway.

 

Could you let us know what happens when you access this Help Center link?  

Victoria | 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