Issue with automated support - catch 22 when you cannot log into your store

Issue with automated support - catch 22 when you cannot log into your store

Chris282
Visitor
1 0 0

I have a major issue with the help algorithm in that I no longer have access to an old email account and after three months of not signing into my account it sends a 10 digit code to that email that does not exist any more. It says to reach out to customer support which I try and to actually talk to a human, it prompts me to log into my store which is why i am reaching out to customer service in teh first place. It is an endless loop with no way out that I could find. At one point I was prompted with:

 

"If you've lost access to your email for secondary verification, contact Shopify Support to regain access. They can help verify your identity and restore your account."

 

But to contact Shopify Support you need to sign into your account. You see my issue. This is not the first time that I have seen this same complaint and it needs to be solved. 

 

I solved it by creating a new account and reaching out to help on that one to help me with my first account. If that is the solve then it make no sense to me unless Shopify is just trying to add to new accounts to boost their corporate metrics. 

 

Please solve this issue!

 

Chris282_0-1718906118248.png

 

 

Replies 2 (2)

SealSubs-Roan
Explorer
520 35 47

Hi @Chris282 !

 

You can try to check their Account support, site. You do not need to log in for that one.

Roan
Please let me know if it works by marking it as a solution!
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Ollie
Shopify Staff
2497 456 416

Hey @Chris282


Thanks for reaching out. 

 

If you are unable to speak with our live support through the Shopify Help Center - you can navigate to this URL and complete this form. Once you complete the form, you should see the options to speak directly to a Support Advisor regarding the situation. 

 

Let us know if you have any questions.

Ollie | Social Care @ Shopify 
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