Why can't I reach customer support despite having complete account information?

CASUF
Visitor
1 0 0

Why can't I contact shopify support? Whenever I login and try to contact them it says

"Missing account information"

Go to the page med Shopify-account settings to continue. Make sure there is a name and email adress connected to your account under the section "Account information".

 

And then there is a button to account settings.

 

The issue is I have already connected a name, phone number, email adress, logo, google accout and language. Everything is verified and working. I also have 2 factor authentication and a head key and of course a password for my account yet it still says that account information is missing. I can't even contact support because the site is telling me to fix my information which is already fixed. Great system.

 

Anyone knows what do to?

 

Replies 5 (5)

StephensWorld
Shopify Expert
1374 167 340

Hey Casuf,

 

You can try contacting Shopify directly via email instead (support@shopify.com)

 

They'd be best suited for helping with this issue -- I haven't personally encountered this before, so I'm at a loss for what to suggest (if you're 100% positive that all of your account information is already set up correctly). 

 

Cheers,

Stephen

★ Did my post help? If yes, then please like and accept solution. ★

https://stephens.world
support@stephensworld.ca

Olivia
Shopify Staff
1715 146 308

Hi, @CASUF!

 

Welcome to Shopify Community.

 

Thank you for connecting with our network. Also a special thank you to, @StephensWorld, for extending their support. I do want to clarify, however, that the support email address has been discontinued and all help tickets must be created through our Help Center

 

To circle back to your issue, @CASUF, I'm not sure I understand where you are running into this obstacle. Is this when attempting to create a ticket through the Help Center already? Can you please provide some context as to the exact steps you are taking that produce this issue?

 

Also be sure to provide us with a screenshot so we can better advise next steps. 

 

Warm regards,

Olivia | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

CheyenneHY
Visitor
1 0 1

Dear madam,

 

When on the Shopify app, when trying to find contact for support, it says: first you need to update your account name and email need to be filled in, then update/save and try again. But even if all filled in we still can't press the button for being ready. Please look up in to this. Can't get help through the app if it doesn't even work to contact the staff about questions if the option even doesn't work.

Olivia
Shopify Staff
1715 146 308

Thank you so much for that context, @CheyenneHY.

 

Are you able to confirm whether or not you run into issues when connecting through the Help Center link I shared above?

 

If these issues are specific to the app despite adding the information it asks for, please try the following with me:

  • delete the Shopify App
  • update your device software
  • re-install the app
  • sign into your store as usual

Please let me know the results of that - I look forward to hearing from you.

 

Warm regards,

Olivia | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

ArN1
New Member
4 0 0

Hello 🙂

I have the same issue, but I just use the website;

 

On this page; https://help.shopify.com/nl/support/confirm-account-details?returnTo=/nl/support/login I see:

Screenshot 2024-05-02 at 20.13.13.png

 

When I then click the link "Accountinstellingen weergeven" (View account settings), Im directed to: https://accounts.shopify.com/accounts/999999999999/personal (not the actual link, but you get it), here there are no empty fields left for me to fill in! Not in general, not in Security.

 

Please help 🙂