How can I contact customer service if my account is locked?

Shopify Discussion

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:

  1. Visit the Help Center contact page
  2. Use “Can’t log in” prompt with AI assistant
  3. 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.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
21

Squarespace. DO NOT USE SHOPIFY.

This is a common problem. They know about it and have not fixed it. Go to their competitor. It’s not worth the hassle.

make sure they refund you before you go though. They owe me money too.

1 Like
22

You stupid mf I cannot cancel my subscription and or payment method if this issue isn’t resolved y’all will be getting sued for false advertising execissve charges to one’s card without being able to cancel it

2 Likes
23

I hope this message finds you well. I am writing to request assistance with regaining access to my Shopify account. Unfortunately, I have been locked out of the email associated with my account, due to issues beyond my control. I am currently in the process of appealing with Google to recover the email, but I am unsure if or when I will regain access.

Since my Gmail account is essential for logging in, I am unable to access my Shopify store at this time. I would greatly appreciate any guidance or assistance you can provide to help me regain access to my Shopify account through alternative means.

Please let me know what steps I can take to verify my identity or provide additional information to resolve this issue.

Thank you for your understanding and support.

Best regards,
Jon

Recovery email:

[REDACTED]

24

Can I sue the shop a round the corner from where I live as he did not ask me how much redbull I consumed on Sunday so of course he sold it to me but unfortunately they had to take me to hospital so can I get paid for his mistake

25
  • Yes that is completely useless. We have spent almost four days trying to reach anyone. We are beyond frustrated and may pull our account and go somewhere else.
26

agreed we are leaving Shopify because of this as well. It is horrible

27

[Your help center is useless](http://Your help center is useless)

1 Like
28

Hello… I haven’t received my package order number 1153 my full name is Juan Rodriguez Tolleson Arizona 8 5353 my address 9210 West McKinley Street Tolleson Arizona 85353

29

Hello

How was Wix by the way ? Sometimes, we consider going elsewhere. Shopify used to be great but I think that the past 3 years approx, it has been quite difficult to reach someone and we get changes on the templates quite often and forces us to try to contact them Such a waste of time