hi,
i had closed the shop down last year, but interestingly it took one payment. not sure how!
How do i log back in as when i try, it asks to create an account. bikiniwhitesands was the shop name.
any help would be appreciated
Topic summary
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Store owner reports the shop was closed last year but a payment was still taken. They cannot log back in because the system prompts them to create a new account; they want help accessing the old store (bikiniwhitesands) and understanding the charge.
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Support advises contacting Shopify via a provided link and selecting the “Can’t login” option so they can investigate the unexpected billing.
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The owner cannot find the “Can’t login” option; they only see “Account > Logging in” and a help article about forgotten email, and asks for a direct link.
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Support re-sends the same link, includes a screenshot highlighting where to find the “Can’t login” option, and recommends using an incognito browser window if the option isn’t visible. (The screenshot is important to locate the correct menu.)
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Status: Unresolved. Next step is for the owner to reach support through the link with the “Can’t login” path; support will then investigate the charge.
Hello, @bikiniwhitesand !
We might need to take a closer look at this for you, to see exactly where that charge came from.
Please get in touch with us via this link here, select the ‘Can’t login’ option, and we can then investigate this for you.
Hello Lana,
thank you for your reply.
I clicked on the link you provided, but i was not able to locate the ‘Can’t login’ option.
I did see ‘Account’ - ‘Logging in’ i was able to click on the tab ‘What do I do if I forgot my email and can’t log in?’ but was not able to go any further.
are you able to provide the direct link if possible.
thanks
Sure, let me show you how it looks.
This is the link here, and once you follow it, click on the option that I have highlighted in this screenshot:
If you’re not seeing it, try to access this page again via an incognito window in your browser.