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We are unable to authenticate you

New Member
1 0 1

Unable to access store after attempting to download a marketing application. Message appears:


We were unable to authenticate you

Looks like something went wrong on our end. Operation engineers are aware of this problem and are working hard to get it solved. In the meantime, you can keep an eye on the status page for updates.


Request ID:


How do I contact Shopify Live support to have this fixed urgently?

Replies 10 (10)
New Member
2 0 2

Facing same issue, appreciate any help. 

3 0 3

same to to fix it?

New Member
1 0 1

I am having same issue also,

I need to try and fix urgently.

9 0 2

I have that as well from today... cannot access store for about 4 hours already..

New Member
1 0 2

Same issue here, I changed my email and now I get this error saying I can't authenticate...

Shopify Partner
195 9 58

+1 this is for a development store I just created. After I verified the email address using the emailed code, I'm locked out with this message.

New Member
1 0 1

8/21/2020 I am having the same problem.  I can't log into my store.  The message is 

"We were unable to authenticate you."  Help?  How do I contact Shopify?  I see that Shopify has not answered any of the posts on this issue.

New Member
1 0 1

I have this same problem today.  I contact Shopify Live already.

May I ask finally this got solved? I saw some shops got the same problems too.





New Member
2 0 5

I had the same problem so I contacted Shopify.

The solution is to delete your cookies and saved logins.

(I am using Chrome so maybe it's different between the browsers)

If this solution doesn't work contact Shopify support. 

New Member
1 0 1

Thanks so much! This worked.