Merchant cannot access an old Shopify account because the registered email [email removed] can’t be recovered, and the support chatbot keeps prompting for store login, blocking access to help.
Support advisor first shared a general link to connect with a support advisor via chat. The merchant reported it still forced a store login even after selecting “I don’t have a store.”
Latest update: Advisor provided a dedicated login-issue contact page intended for users who cannot log in, with screenshots showing what the page and chat form should look like. If that still fails, the advisor recommended contacting Shopify Support via Twitter or Facebook for faster assistance.
Action items:
Attachments: Screenshots are included to guide the user to the correct page and chat form.
Status: Unresolved; awaiting the merchant’s attempt with the new link or alternative support channels.
Hello,
Your bot is really frustrating and I can not connect to support online as it keeps asking me to connect to my store when I can not connect to it!!
My email that I can not recover is [email removed]
How can I access my old account when I can not recover the above email? Please contact me on grant.webster83@gmail.com
Hi @GRANTWEBSTER , thanks for reaching out to the Shopify Community.
Sorry to hear you’re having trouble with our chat bot. Since you don’t have access to that account you can use this link to connect to a support advisor. Scroll to the support options and then chat in. Please let me know if you have any trouble connecting.
Hi,
This is exactly the problem i am having.
When i clicked on “I dont have a store” it still asks me to log into my
store!
Hi again. Can you try this link and let me know if that works? This page is specifically for merchants who are not able to log into their accounts. It should look like this:
Once you scroll down you will see the chat option. Click that and you should see this form:
if you still are not able to access the chat with the link I sent, please reach out to our support team via Twitter or Facebook. They will be able to assist you further, and I don’t want you to have to wait two days to hear back from me here.
