Main issue: A merchant needs the IP address used to create a customer account (no order placed) after reports of fraudulent account creation, to pass to authorities.
Key guidance:
Status/outcome: No confirmation that the account-creation IP is available in the admin data export. Next steps are to request customer data and reach live support quickly to determine if the IP can be traced. Discussion remains open pending support’s findings.
I need to find the IP address used when someone created their account. I know I can find it when they place an order but they haven’t placed one - simply set up an account.
Said customer has told us someone had fraudulently set up an account in their name and needs the IP address to give to authorities as it’s happened a few times! Can anyone help please?!
Hi @JAY144
In this situation I would recommend reaching out to our live support to see if this is data that our technical team will be able to access.
From within the customer profile in your store admin there is an option to request customer data, which will send you an email with a list of CSV files you can then forward to the customer. The CSV files will contain all the customer data accessible to you.
Our technical team may have access to additional information but only for a short window of time. I would connect with our live support team right away to see if the IP of the customer account login is something that they are able to trace or assist with.
To access our live support, please follow this link: Shopify Help Center. Next, you will want to follow the on screen prompts to sign in, choose your topic and issue and at the bottom of the help articles provided will be all available live support options.