Unable to reopen closed store

[Joy77]

I have been trying to reopen my old store but a new one opened instead and so far no success getting the old one opened. has anyone ever had this problem and how did you solve this issue

[Ollie]

Hey @Joy77.

Thanks for reaching out. 

If you are unable to login to your previous store, you can attempt to reset the password for the store. If you have forgotten your email address that is associated with your Shopify account, then you will need to speak with our live support. With that being said, you can get in touch with our live support by navigating to this form and completing it - once you complete the form, you should see the options to speak with a Support Advisor about the situation.

Let me know if you have any questions.

[Joy77]

Thanks for your response, I remember the email and 2 support team members tried to assist me but they couldn't solve the problem either.

[Victoria]

Thanks for advising, @Joy77.

If you remember the email address to the closed store, you can use our Recovery Tool by entering your email address and clicking Email store details. Our system will email you a list of store(s) associated with that email address. 

Could you let us know what our Support team suggested when you reached out? 

[Joy77]

I just did that and I got the name of my store. that is not where I am having the problem.  after I enter the password I think I go to a page to select and pay a subscription when I did that I did not get my old store I got a new one.  My support team asked me to try other things but every time I kept getting back the same new store.  So he said he'll try and purge the new one.  So I was wondering if the company didn't have any engineering persons that might have a sooner solution and what is the status of things now.

[Victoria]

Thank you for providing that additional context.

Since you've already created a support request, I encourage you to follow-up on your most recent ticket for clarification. Once you've ended a live chat, you'll receive a transcript of the conversation along with a ticket ID to your email address. If you're able to locate the ticket ID, you can reply to it to ensure it reaches the appropriate team. They'll be able to take a look into this for you and help you regain access of the old store.

While I'd be happy to continue assisting you here, we do not have access to account-information, admins or ticket ID's via the community forum. 

[Joy77]

Puzzled
I decided to try using another browser and to change the password and when
I clicked on reset password it said that my password is used to log into 5
stores but I only have one the new one was created but the support team had
deactivated for me with the hope to try and delete it altogether. do you
know how can I know what those 5 stores are before creating the new
password?

[Victor]

Hi @Joy77,

If you're not informed what these stores are here, you can try our recovery tool. This will email you a list of stores associated with the email address you input.