Can't log into my store, what should I do?

Technical Q&A
1

I can not log into my store.
Have tried the recommended action, clear chas and such, and it does not work.

We were unable to authenticate you You must confirm your account before logging in.

Please advice.

All the best
MArs

2

Hi, @Mars4 .

We are sorry to hear you are having this difficulty, I would be happy to offer you some suggestions moving forward. You mentioned clearing your browser history/cache, but can you verify that you have tried all the following steps?

  • Check your browser for any available updates and complete them if able
  • Clear your browser’s cache and cookies
  • Access your shop in a private/incognito browsing session and try again
  • Try in an alternate browser and complete the above steps again
  • Try on an alternate device and complete the above steps again

If you have ensured you have tried all the above steps and are still getting this issue, I would recommend reaching out to our live support team so they can take a closer look. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. If you need to, please visit our Help Center and log in to your account to create a support request. If you have trouble logging into your account via the Help Center as well, simply select Continue without logging when you are prompted to:

Since this is the next step I’ve marked this reply as the solution for the benefit of others who may discover this topic.I hope this points you in the right direction, feel free to reach back out here with any questions you may have, we are always happy to chat.

3

Hi Marty,
I have tried these steps and they dont work. I can log into my account at shopify.com but I cant see the store.
If I login through solheimar.is/admin it does not recognize me.

All the best
Pétur

4

Hi, @Mars4 .

Thank you for trying those additional steps. I would recommend reaching out to our live support team by following the steps shared in my previous post at this point, that way a live support member can get you verified and take a look within the account. I hope this helps point you in the right direction!