How to handle Shopify payments after account holder's sudden death?

[Grieving]

My sister passed away very suddenly. She has numerous mails requesting payment from Shopify.

Since I cannot get into her account I cannot advise Shopify

The help assistant said help would be available if I opened a trial account

I did that

There is still no help except the assistant which keeps repeating over and over that they don't understand the question or that I can get live help if I open a trial account

If Shopify wants to know the details please reply with contact information.

This is my final attempt at making contact

Thanks - if there are any humans out there.......

[PaulNewton]

If by "help assistant" you mean the chat bot , ask the bot specifically for a "shopify advisor" shopify recently obfuscated getting human support.

Beyond that if you get no shopify staff here on the forums this is a legal matter.

And either you or legal representative should contact legal@shopify.com

It's not unlikely you will need a court order because bear in mind people can't simply contact one business and make a claim to shut down another business as that's just asking for abuse.

[Erin · Accepted solution]

Hi, @Grieving. I'm so sorry to hear about your sister and I appreciate you reaching out about this. I can share some information to help you out.

For more help with this you will need to speak with us through the Help Center so that we can look into this account. We can't see any account details or escalate any questions here over the Shopify Community, but if you contact us through this page we can help further. When you visit this page you will need to first type your question to the Help Center assistant so it can direct you to the right team for more help. I recommend typing something along the lines "Can't log into account" and it should direct you correctly from there. The wording of the options can differ, but you'll likely need to click a button that says "Account support". You may also see a button at the bottom of the chat box that says something like "I still need help" or "Chat with a Support Advisor". If you don't see these options right away, please wait about a minute to ensure all of the options appear. It can sometimes take a moment, but this is the way you will want to contact us so we can follow the proper steps to assist with this. 

Example of how you can speak to a Support Advisor:

Please let me know if you have any questions or trouble speaking with us through the Help Center.