I can not login since i took a free trial on 6th of November! Neither help is working nor the site. How can I continue or purchase my membership despite these conditions?
Topic summary
Login to a Shopify store has been impossible since starting a free trial on November 6; both the site and Help appear unresponsive. A screenshot was attached and seems central to the issue.
Support suspects a local device or network problem and provided step-by-step troubleshooting. “Local issue” refers to something specific to the user’s device, browser, extensions, or connection. An “incognito/private window” runs a clean session without cached data or most extensions.
Recommended steps:
- Clear browser cookies/cache and restart the browser.
- Try a different browser and an incognito/private window; disable extensions if issues persist.
- Update the browser to the latest version.
- Test on another device (computer or phone).
- Switch to another internet connection (e.g., cellular vs. Wi‑Fi).
- Try the Shopify Mobile app.
- Disable firewalls or pop-up blockers.
Action items: perform each step and attempt login after each; report the outcome back to support. If none resolve the problem, support will provide further help.
Status: unresolved and awaiting the user’s troubleshooting results; no decision or final fix yet.
Hey, [email removed]1222! Welcome to Shopify Community!
I understand you’re having trouble logging into your store. I’d love to help you with this! From what you have described, there’s a possibility you’re experiencing a local issue. Local issues are triggered by something on your device or your surrounding circumstances and they can be fixed by local troubleshooting. Please perform each troubleshooting step listed below, then try to login after performing each one to see if any of these resolve the problem.
- Clear the cookies and cache of your browser. After this, completely reboot the browser.
- Try a different web browser, as well as an incognito window or private browsing window to rule out any browser issues.
If you are still experiencing the error using incognito, confirm you have disabled browser extensions as these can change how the pages look. - Ensure the web browser is up to date on the latest version.
- Try another device, such as another computer or mobile phone.
- Try another internet connection (switching to a cellular network on a phone rather than wifi, for example).
- Try the Shopify Mobile app
- Ensure you do not have any firewalls or pop up blockers enabled on your device as these can interfere.
Please get back to me with the outcome of the troubleshooting. If none of them fix the issue and let you log in, I’ll help you further. Thanks!