Locked out of inactive account but still being charged subscription and missing orders

[argentus]

Hi,

I am a shop owner and have been locked out of my account due to inactivity. The problem is that I have been unable to login because I no longer have access to the email address associated with the account.

 During COVID's peak we went mostly inactive due to international supply chain issues and family responsibilities during the pandemic. Thus, my account was moved to inactive status after three months.  

Meanwhile, I am still being charged a subscription fee for unused services that I could not log in to suspend. What's more, I just learned from my bank that we received an order that we were unaware of because of this predicament and that a payment was returned.  I honestly thought the storefront could not receive orders while my account was labeled inactive and have been planning to contact Shopify about the ongoing subscription charges that must be in error given the inactive status...

Is there a way to regain access to my account so that I may find out what happened with the order we never received? And to refund the monthly subscriptions I have been unable to stop?

Please help!

Sincerely,
Argentus

PS - I would like to restart our subscription in the near future when our supply chain issues have been resolved and generally do love the platform. But I do need help with this and have been unable to find an avenue for communicating this to Shopify through a phone number or direct message platform. There is no specific category under which this inquiry falls when you go to the Support page (at least that I could see).

[AvadaCommerce]

Hi @argentus 

With this type of issue, the best bet is to get in touch with the Support team directly to have them check it for you.

You could refer to this link, log in to your store account then type in a topic in the search bar, for example, "inactive store " and select Search. On the following page, scroll down to Get Support and click Continue and you'll be presented with options to contact their Support via chat, email, or schedule a call-back.

If you find this answer is helpful, please mark it as a solution.
All the best.

[Summer · Accepted solution]

Hey, @argentus! Welcome to Shopify Community!

I'm sorry to hear about the effects of the pandemic on your business.

When your account becomes inactive after being unable to log into it for more than three months, your store and admin are still active and accessible, and customers are still able to place orders. Your subscription is only cancelled when you deactivate your store or your store becomes frozen. Your store is put into an inactive status so we can require a verification code before you're able to log in again as an additional layer of store security.

Since you no longer have access to your current account email, we'll need to update the email address on file to one that you have access to so you can log into your Shopify admin again. As for the refund, we don't provide refunds as per our Terms of Service, however, if you decide to deactivate your store, we'd be happy to look into a possible exemption. In order for us to help you with updating your email address and getting a possible refund, we'll need to access your account. We’re not able to provide account-specific support via the Shopify Community at this time, so we'll need to to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

After you visit the link and log in, you'll be prompted to enter the topic of your concern so we can connect you to the right articles and support team. Simply type in the topic (in this case, you can type account login), click Search then scroll down to the bottom of the page to click Continue under Get Support. You'll then see the option to create a support ticket on the next page.

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!

[BlazzupBoutique]

@Summer I no longer have access to the phone number associated with another business account on Shopify. I need help 

[Summer]

Hey, @BlazzupBoutique! Welcome to Shopify Community!

Are you unable to log into your store due to the phone number update? Are your two-factor authentication codes sent to the old phone number? If that is the case, our support team will need to assist you with logging into your store. 

We are unable to provide account-specific support at this time, but our support will be happy to help you, so please feel free to follow the steps below 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.

Let me know if you have trouble reaching our support team, and I'll continue assisting you and ensure you get the support you need!