I am having the same issue. I have been locked out of my account for over a week and there is absolutely no urgency on behalf of Shopify to fix this. The only human support I can reach is the POS phone line and they are nice but unable to do anything at all. I cannot log in to get help on the chat so had to create a separate account to write this. It is apparent that closing someone’s online store while an extremely slow account authentication process takes place is not important to Shopify. I am extremely frustrated, cannot conduct business now for over 6 days, and there is NOBODY to contact to fix this.
Topic summary
Core Issue:
Multiple users report being locked out of their Shopify accounts, often due to lost email access, while still being charged subscription fees. The primary frustration centers on inability to reach customer support to resolve account access and billing problems.
Key Complaints:
- Users cannot cancel subscriptions or stop charges when locked out
- Support access requires logging in, creating a catch-22 for locked-out users
- Wait times extend from several days to over two weeks without resolution
- Phone support has been discontinued; only chat and email remain available
- Many users report the AI chatbot and help articles don’t address urgent account issues
Official Response:
Shopify community moderators provide standard instructions:
- Visit the Help Center contact page
- Use “Can’t log in” prompt with AI assistant
- Select “I still need help” → “Account Support” to reach live chat
User Sentiment:
Overwhelmingly negative. Several users threaten to switch platforms (Squarespace mentioned specifically), pursue legal action, or have already left Shopify. Common themes include feeling ignored, experiencing financial harm from continued billing, and perceiving the support structure as deliberately obstructive.
Status: Unresolved for most participants; one user eventually received a password reset after two weeks.
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