Unable to login to my store

[martinmitchell]

It’s been two weeks of waiting for Shopify to resolve my issues of not being able to use my email login to Shopify. I have been in chat supoort at

least a dozen times and always they say be patient. Your ticket is escalated and to just wait. This BS is just not good for my business. WHY CANT SHOPIFY GET THEIR ACT TOGETHER WHEN IT COMES TO RESOLVING ISSUES LIKE THIS! 
why would this take almost two weeks to resolve? They say try to login and reset password. Really I can’t reset my password because my email will jot send reset link! Customer support still remains worthless for this site. 

[Kimi]

Hi, @martinmitchell.

Thanks for reaching out in our Community Forums and detailing your situation for us. I'm sorry to hear about the negative experience you've had with your account login situation, and how things have been handled by our support team thus far. I definitely hear your concerns and can understand your frustration.

To set the proper expectations with you here, due to security and privacy reasons our Community Forums team do not have any access to accounts or support tickets from our end. So account-specific support such as your case would require an internal team member to assist.

In saying this, I can absolutely understand that you're eager to receive the proper support that you need in order to regain access to your account. You mentioned that your ticket has been escalated internally, is that correct? If you've received confirmation of this with the Support Advisor you were speaking with, then rest assured that your ticket has been routed to and is currently being handled by the most appropriate team that is best equipped to help with your account situation.

In regards to the wait time, it's possible that the particular team handling your case is experiencing a larger amount of requests than usual, which has resulted in an extended wait time for all of our merchants. I know it can be frustrating to wait, but rest assured that you will receive a response as soon as our team has reviewed your request.

While we can't check for support tickets on our end however, I'd like to bring your ticket to the attention of the most appropriate team internally, so that they can review and ensure that all proper steps have been taken for your case.

Can you share your initial ticket number with me here please, as well as the name of the store that you're having issues logging into?

[lucas5555]

??????????

[lucas5555]

Hello Matin,

Did shopify resolved your problem ?

Im in the same situation ... im waiting for 5 days now.

Let me know thank 

[Kimi]

Hi, @lucas5555. Thanks for joining this thread.

To confirm, are you having issues with logging in to your account? Can you detail your situation further for us please, so that we can better understand what steps you've taken (for example, attempted to locate recovery codes for your account, chatted in with live support, etc) for this matter?

If you've spoken with our live support team previously, what was their last reply to you? 

[martinmitchell]

The messages for emails that were not getting to me to reset the password was because the messages were going into my outlook quarantine file so I was not getting the reset messages. Once I was able to clear the quarantine file I was then able to login again. Shopify had no help from their end at all.

[lucas5555]

Hi,
I dont have access to my Hotmail for suspicious activity because I was
travelling. I cannot unlock my Hotmail account. I cannot set up the 2
authentication factor because they ask me password and they send to my
email. I did 4K sales the last week and I don't receive the money the
payment are still pending, I had to stop the sales... I ask the support to
change my email and they told me to wait 24h to 72h its now a week. I'm
worried because I send the products and still didn't receive the money
back. I need this to be solved ASAP. Thank you

[martinmitchell]

My experience with Shopify tech support has been terrible Nothing ever resolved and tech support is non existent. Even when they say they have escalated the concern it never gets responded to from the so called tech supoort. This is why there needs to be another platform for us to get real time resolution with tech support. I have often been on tech support trying to get resolution for weeks on end and nothing gets support!

Just terrible and they need to be accountable

[Kimi]

Thanks for detailing your situation for us, @lucas5555.

Situations like these would typically be handled by our Account Security team, due to the sensitivity involved with updating a store's login information.

At this stage however, our Account Security team is experiencing high volumes of demand that is resulting in much longer wait times than usual. I know it's not what you'd like to hear from me, but know that our team is working as quickly as possible to work through all cases. So if your ticket has been escalated to them, they will get back to you as soon as they can.

We appreciate your patience during this time.

[martinmitchell]

This will never happen. They never replay and never offer a solution from higher up, its a total joke.