Why can't I receive my password reset email for my primary account?

[samsimon02]

I need help resetting my primary account for my shopify store. There is no email in my email box.

[Rick]

Hi @samsimon02 

Thanks for reaching out here - welcome to the Shopify Community.

I understand that you are trying to reset the password for your Shopify account, but are experiencing difficulty doing so as you are not receiving the password reset link.

If you are unable to receive a password reset email after checking out the instructions for doing so here, then there are a few things to double-check:

• Check your spam/junk/promotional folders in your email account. Sometimes, things like password reset emails can end up in places like your spam folder, so checking to see if the email is there will be the best first step to take.
• It can take a little bit of time for the password reset email to arrive in your inbox, so waiting at least a few minutes after requesting the password reset email and checking your inbox again will be a good idea.
• Double-check that the email address is correct and that it is the one associated with your Shopify account. If you are not sure which email address you used, try using any other email addresses you may have used in the past.

If you have tried the above steps and are still unable to receive a password reset email, then contacting our support team for assistance will be a good idea. You can reach out to us via the Shopify Help Center here. If you cannot log in there, then feel free to select the 'Can't log in to your Shopify account' option to get through to the support team contact options. When you contact our team, you can explain the issue you are experiencing and we will provide information on the next steps involved for resolving this issue.

[samsimon02]

I tried all those steps with no success. I even talked to a team member and they said I should be receiving an email and have not.

[Rick · Accepted solution]

Hi @samsimon02 

Thanks for reaching back out to let me know.

I understand that you have tried my above troubleshooting steps, and are still unable to receive the password reset email. It sounds like you have also already been in touch with our support team, and they have said you should be receiving another email.

Perhaps our support team explained that the situation would require some investigation, and that they need to look into the matter some more? Certain issues can involve spending some time referring to other internal support teams, so it may be a case where you will need to wait for a reply with more information.

If you don't believe that is the case, and you should have received the email sooner, then please feel free to reach back out to our live support team via our help center. You can quote your support ticket number to the advisor, and we would be more than happy to check in on the progress for you, and get emails re-sent if necessary.

[Cghsec]

I am having the same issue. I am resetting the password but it’s resetting for my gmail email not shopify.