Can't access my account: How to reach real support?

Shopify Discussion

Topic summary

A user reports being locked out of their Shopify store despite paying a $50 monthly fee, expressing frustration with inability to reach live support and encountering circular help documentation.

Support Response:

  • A Shopify representative provides a specific link to access support for locked accounts
  • Directs user to select “Can’t log in” option, then click “I still can’t access my account” to reach the support contact section
  • Initial link contained formatting errors, requiring correction

Community Reaction:

  • Multiple users echo similar frustrations about difficulty reaching support beyond chat
  • One user specifically requests email-based ticketing system for business-critical issues

Resolution Status:

  • One frustrated commenter later updates their post, reporting successful contact with Shopify Support and expressing satisfaction with the assistance received
  • Original poster’s outcome remains unclear
Summarized with AI on October 28. AI used: claude-sonnet-4-5-20250929.
1

Where is the REAL support? This is the most ghosting business that I have ever encountered. You can never ever speak with someone. There is a continous looping of “contact support 24/7” BS that is beyond frustrating it is mind blowing! Obviously NOT ALL questions have answers inside of articles. Simple questions like where tf is my store that I am paying a $50 mo fee for that I cannot access??? I need someone to unblock my account

1 Like
2

Hi @thebtsshop ,

Thank you for reaching out here!

I am very sorry to hear you’ve had so much trouble with this situation. You are definitely right that not all FAQs and guide will provide resolution to all questions. For that reason, our Support team is available 24/7.

While I would love to assist you with this issue, I do not have access to your store’s specific information. Due to our strict authentication policy, you will need to reach out to our Support Team, who will be able to look into this for you.

I invite you to reach out to our Contact Us page. As you can’t log in, select ‘Can’t log in to your Shopify account’ and then immediately click on the ‘I still can’t access my account’ green button.

Then scroll down to the bottom of the page, where you should see the ‘Get Support’ section, where you can select your preferred communication channel.

Let me know if you have been successful in connecting with Support Advisor this way.

3

Hello, I just clicked the link that you provided. This is what it led me to:

thebtsshop_0-1686256626700.png
thebtsshop_0-1686256626700.png1145×328 16.8 KB

4

Hi again @thebtsshop ,

Thank you for bringing this to my attention. The URL in the hyperlink had unnecessary character, so my apologies about this.

You can try to access that page again as it should be working now, or you can follow the link here. Let me know if that help.

5

What the actual hell??? I agree 100% with this post and the answer from support doesnt work either!!! What the hell SHOPIFY???

6

This is a total fail F grade Shopify.

Stores that rely on your platform for their BUSINESSES … CANNOT function without support in the form of something other than chat!!!

We need to be able to send emails and open support tickets.

Please get this corrected!

1 Like
7

I am replying as I don’t see a way to amend my original post.

I have had some issues and to my pleasant surprise was able to reach out to Shopify Support and they have been extremely helpful in helping us resolve our issues! Thank you Shopify! This makes a huge difference for sellers!!!