How can I regain access to my locked account for order processing?

Shopify Discussion
1

I am locked out of my account. I use the two step verification code sent, then i still can not get access. I now have orders , but Shopify won’t process payments (?) so I can not ship items ordered

1 Like
2

Hello @seanw1 ,

This is flareAI: your Fully Automated Free Sales Machine. I hope you’re having a good day.

Do you have any pending payments on your store? If the payment fails a number of times, the store can enter the ‘Frozen’ state. This usually means that you can’t access your Shopify admin and customers can’t view your store until the outstanding charges are paid.

I would recommend trying a few local troubleshooting steps, then trying to log back into your store and attempting to complete the pending payment if any. Here are the steps I would suggest trying:

  1. Clear the cookies and cache of your browser and then reboot the browser and try.
  2. Try a different web browser. For example: If you are currently using Google Chrome, login to your Shopify store using any other browser like Firefox and then try to install the Facebook Channel.
  3. Try to login from an incognito window or private browsing window to rule out any browser issues.
  4. Try another device, such as another computer or mobile phone.
  5. Try to connect to some other internet connection. For example: Use network on a phone rather than wifi.

If none of these works, you can contact the support without logging in to your store.

If you found the answer helpful consider supporting the Shopify Community by giving it a Like + Accept the solution.

Good luck and have a nice day!

Gina
flareAI

3

Hello, @seanw1 .

I am slightly confused by the wording of your query - could you clarify for me please are we having two separate issues here? One being that you cannot login, and two being that your payments are on hold? Can you please share with me a screenshot of what exactly you see when you try to login to your store?

The first step here is to ensure the issue is not a local device or browser problem preventing you from accessing your store. To rule this out, can you please try each one of the following steps:

  • Clear your cache and cookies on your browser. After this, completely reboot the browser.
  • Try on another web browser or an incognito window.
  • When using incognito, if you are still experiencing a display issue, confirm you have disabled browser extensions as these can change how the pages look.
  • Try another device or on the Shopify Mobile app.
  • Try another internet connection (example, switch to a cellular network on a phone rather than wifi.)
  • Ensure there are no pop ups being blocked in the web browser.
  • Ensure you do not have any firewalls or pop up blockers enabled on the device

If the problem still persists, then it would be best at that point to reach out to our live support team. Our live support via phone, chat or email can be reached via our support portal here. You need to select the topics that apply to you, and then choose live support to be connected to a Support Advisor. I hope this helps!