A user cannot access their Shopify account because the linked email address no longer exists. When attempting to change the admin email or transfer ownership, the system requires a verification code sent to the inactive email, creating a locked-out situation.
Suggested Solutions:
Contact Shopify’s Merchant/Technical Support directly via their contact page to explain the circumstances
Attempt transferring store ownership through Settings > Users and Permissions > Transfer Ownership
If verification codes still block access, escalate to Shopify’s Account Integrity team through 24/7 Support
Additional Issue:
Another user reports a similar problem with a misspelled email address (containing ‘H’ instead of ‘N’) that they cannot access. They express concern about potential account compromise since PayPal payment is configured but unverifiable, and an existing subscription prevents creating a new account.
Status: Both cases remain unresolved and require direct intervention from Shopify support, as automated systems cannot bypass email verification requirements.
Summarized with AI on November 3.
AI used: claude-sonnet-4-5-20250929.
I was hoping someone could help me figure out how to navigate through this issue..
The account that I’m trying to get into has an email linked to it which does not exist anymore, (had to get rid of it) but it says my account hasn’t been active for three months (not true). Anyways, when I go to change the admin (changing it to my new email) it asked me for the password to the account, which I type in, but then it asks for a code which is being sent to the email that does not exist anymore… it won’t let me do anything until I get that code..
Not sure how to get around this and if anyone has dealt with this, but it’s worth a shot.
You should then receive an email asking you to accept the invitation and login.
If you are still being asked to verify a code when completing the steps above, can you contact our 24/7 Support team so this can be escalated to our Account Integrity team please.
I would also love to provide you with further advice on any other section of your store you would like me to look at! How long have you had your business open for? Is there anything on your store you would like feedback on?
Please let me know if you have any issues with the above.
I’m experiencing the same issue. For some reason the email address has got a H in it opposed to an N. I cannot find this email address, but says it exists. This has been set up to be subscribed with some work done on it. My concern is the payment with Paypal has been st up, but again I cannot confirm this email address. I have set up a completly new login, but will not subscribe because the other one is running. I’m concerned its been hacked, so your urgent attention is needed. Your robot support is no use and the links shared to make contact just go to the help page and not to an email. I need someone to urgently address this as I have now spent most of today trying to deal with it. Either delete this account or ring me on 44 (0)7825 266350 or WhatsApp. Also please remover my contact details from this public discusion. I thank you in advance for your prompt action.
Ideally it would be easier to reset the email address and password if I can log in. Can you set up a temporay login and WhatsApp the details. This will need to be actioned with Paypal too.
