What to do when you can't access your online store account?

[vpell599]

I am so frustrated right now. I cant get into my store. I have to create A WHOLE NEW ACCOUNT JUST TO TALK TO SUPPORT. Even then Live chat is nowhere to be found, the support email doesnt work, there is no phone number. What kind of company is this????? 

My dad and I have a big problem with our store and account. Originally when I created the store Pellegrino's it was with an old email. I have since not been able to recover this email or get into it. My father has tried to reach out before to support but it wasn't helpful. The Shopify store is linked to that old email address. We need it reset because we cannot get into it anymore. I can give you proof that it is our account but I don't know what else to do. Please help us with this!!!!! 

[Dirk · Accepted solution]

Hey, @vpell599 

I appreciate you reaching out. And firstly, I totally understand your frustration when it comes to getting a solution to your answers as soon as possible, especially when it comes to account access problems.

When it comes to account login issues and changing these details, it requires a level of escalated support to our accounts teams to conduct these checks. This means you will need to get in touch with our authenticated support team who can then have your query escalated to the correct team.

While we're not able to provide account-specific support via Community at this time, we'd be happy to continue assisting you through our authenticated support channels. Please visit our help center to begin. Since you cannot access your account to login, no worries! Simply use the digital assistant to request to "contact support" and then select the prompt "I cannot access my account". From there you can get in touch with our support teams without the need for logging in. I've attached a screenshot to show you:

If you have any other questions outside of the account access issue, please let me know.

[vpell599]

There is no button. I had to create this account just to get in touch with someone. I cannot get into my acutal account store. I need someone to contact me 

[Dirk]

Not a problem, @vpell599.

I recommend revisiting the help center and using the same prompts I used in my screenshot that I shared in the above post. The Digital AI assistant will then be able to route you to support without the need for login.

First type "contact support" followed by clicking on the "I cant acces my account" button. Shown here: 

[Ali14]

Hey Dirk,

I followed your steps to a tee and its kept asking saying "Okay, I can connect you to a Support Advisor. Can you share what you need? That will help the Support Advisor assist you more quickly" 

PLEASE HELP!!! my main account has 2FA and for some reason since i got my new phone a while ago i never thought about until i need to access out main admin account. now im not sure which authenticator we used. 

PLEASE FOR LOVE OF ALL HUMANITY help me! literally been goin in circle with the AI bot. like just transfer me already to support. also the chat will just load and load after i tell it i need to contact support.