Hi I have been trying to cancel my subscription for months now. I do not know which email I made my account under and I do not have access to it. The chat bot does not understand what I need help with. In order to speak to a live agent or request a call I have to login to my account. I do not have access. I made a new account in order to try to speak to a human. The chat bot will not let me schedule a call back with out a free trial. So I started another free trial and the chat bit will still not let me speak to a live agents. I have lost over $100 now by not being able to cancel. Can someone please advise me on what to do? (Other than cancel my card on file that all my bills and accounts are linked to)
Topic summary
A user has been unable to cancel their subscription for months because they’ve lost access to the original account email. They’ve already lost over $100 in charges and cannot reach live support.
The core issue:
- Cannot log in to the account (forgot which email was used)
- Chatbot requires login to schedule callbacks or reach live agents
- Creating a new account and starting a free trial still doesn’t provide access to human support
Official solution provided:
A staff member shared steps to contact support without logging in:
- Visit the Contact Page
- Type “Can’t log in” in the chat
- Select “I still need help”
- Choose “Account Support” for live chat access
- Note: Phone callbacks are currently unavailable
Current status:
Another user reported trying these exact steps without success, indicating the workaround may not be functioning as intended. The issue remains unresolved for multiple users.
Hi @Jkjkjkjk ,
Thank you for reaching out to the Community. I’m happy to provide some assistance with this request to ensure it gets resolved.
If you no longer have access to the email address that was used to create your Shopify account, you will want to connect with us directly. This will allow our support team to get you authenticated and ensure that your shop is successfully deactivated as quickly as possible.
To connect with us without logging into your account, you can follow these steps:
- Head over to our Contact Page.
- Enter ‘Can’t log in’ into the chat box.
- Select the ‘I still need help’ option
- Select the ‘Account Support’ prompt to view our live chat option (callbacks are not currently available at this time).
Please let me know if you have any troubles with these steps.
Hi. I tried this as I’m in the same situation and just got the same prompt and got nowhere. Is there a way of talking to someone?