Why can't I log into my online store despite correct authentication?

[Jay_Peachland]

Upon logging in to Shopify and trying to access my store. I get an error message:

"We were unable to authenticate you You must confirm your account before logging in." 

Clicking the login button leads me back to the same page, I've attached a screenshot. 

I haven't had any emails or notifications to verify my account. Any help would be appreciated. 

[Ash]

Hey, @Jay_Peachland!

Ash here from the Shopify team. Welcome to the Shopify Community! 

I understand you're running into some issues trying to log into your account. I'm happy to help out with this! Thank you for sending over that screenshot, as that greatly helps me understand the problem you're running into. The fact that clicking the log in button is looping you back to the same page tells me that there is something odd happening here. For that reason, I believe our best first step is to try some local troubleshooting steps. Here's what I recommend trying: 

• Check your browser for any available updates and complete them if able
• Clear your browsers cache and cookies (https://kb.iu.edu/d/ahic)
• Access your shop in a private / incognito browsing session and try again
• Try in an alternate browser and complete the above steps again
• Try on an alternate device and complete the above steps again

Please give those steps a shot and reply back here to let me know the results. If you continue to run into the same issue, then please let me know and we can take a closer look together! 

[CarlaBase]

Hello!

I have some updates I need to make on our website but I can not log into my Shopify account. 

It puts my in a loop where I have to "Log in" over and over again, but it keeps bugging and sends me back to the same page. 

Starting to go mad. Have tried all your tips Ash, but they do not work. Why is this happening?

[Ash]

Hey, @CarlaBase!

Ash here from the Shopify team. Welcome to the Shopify Community, and to this thread.

I understand you're experiencing some issues with logging into your account, and I'm happy to help out with this. Thank you for trying the steps in my above post first, that helps us rule out some potential causes. At this point, in order to take a closer look, our team will need to authenticate you on the account in question and access your account from the back end. In order to proceed with this step, I've sent you an email to the email address associated with your Shopify Community account. Please reply to that email, and once I hear back we can proceed from there. 

[harriermcqueen]

@Ash I am also experiencing this issue all of a sudden, tried multiple browsers etc. Seems to only be happening on one site that I manage, the others seem to work as expected.

[harriermcqueen]

If anyone else has this issue, after contacting support they said they couldn't help and to have the owner remove and then re-add my account.

[elifyaz]

Hi I am having the same exact issue and need to get it resolved. Could you help me?

[Ninas514]

Hello I am having the same issue there, starting to go mad! Someone can help?

[gavinmckew]

Can i get some help on the above issue, i have had an confirm email and im store owner (from partner) https://keepfit-tech.myshopify.com/ if you can send the email again as nobody can log into the site? there is 1 user (me) and i cant access even after the above steps.

[Abood1233]

hey hello I have the same problem, please help me, Shopify 

[Olivia]

Hello, everyone.

I am taking over this thread on behalf of my colleague, and I'd like to ensure everyone gets the support they need.

Since this is a public space, we are unable to look into account-specific issues through our forums. Therefore, I invite you to connect with our 24/7 Support team directly for troubleshooting with your account if the previous suggestions have not worked for you. This will ensure your account can be looked into in a timely manner and the best support experience.

If you have further questions I can help answer, please share them back with me here.

Warm regards,

[nathonplumlee]

Same error here, just spent some time with tech support but they can't figure it out. It happens regardless of what computer or internet connection I try this on. On any of the machines I am able to login as my own user account which is really weird.

[Poshhluxxe]

Hi Im still having that same issue and nothing is working

[Olivia]

Hi, @Poshhluxxe!

Thank you for joining our thread.

For the best support experience, we recommend connecting with our live 24/7 Support team directly as per my last post.

This will ensure you get timely assistance and further troubleshooting steps specific to your store in addition to what you have already tried here.

If you have further questions about getting in touch, do let me know.

Warm regards,

[BargainHunters]

Hello.  I had the same issue, tried everything listed and it did not resolve my issue.  Any help would be greatly appreciated.

[Mars4]

I can not log into my store. 
Have tried your recomendations and it does not work. 

Please advice. 

All the best
MArs

[meetwebsurgeon]

Well, I believe the issue is because you had not "accepted" the staff account when invited. 
Find the invitation email and click on "accept invite" when prompted. 

If you have accidentally deleted that email - ask the store admin to delete and re-invite the user. 

[SergiiLysenko]

Thank you! You made my day