I received an email recently with the subject “URGENT: Action Required”. I attempted to log into my store to search out and resolve whatever issues there may be, and I am unable to log into my store. Anyone have any ideas/solutions on accessing my store again?
Hey, @MattyR16 ! Welcome to Shopify Community!
I would love to investigate your concern, however, I need additional context around the email you received. Please feel free to share the answers to the questions below so I can help you find a solution.
- What was the content of the email? Usually the phrase “Action required” is associated with domain issues. Was the email domain related?
- What’s preventing you from logging in? Are you encountering an error message? Is there an issue with your login credentials?
- Did you log in through the Shopify log-in page, or did you log in through the email?
Looking forward to hearing from you!
Hi Summer-
The following is the email I received:
This email is to let you know that we have temporarily disabled access to your Shopify admin as we are unable to identify the following information posted on your shop:
- contact information, including your business name, an accurate physical address, and an email address;
- a refund policy; and
- order and fulfillment timelines
Please note that if you don’t post the above requirements by April 19, 2022, it may result in the suspension or termination of your Shopify account.
I am unable to log in to my account to rectify these items.
I have all this information in my account settings (I believe). I was unaware that all the information needed to be forward-facing on the site.
I tried to log in through the site as I do daily.
Thanks, @MattyR16 !
Updating your website so it contains the required details mentioned in the email is the best course of action in this case. Since you’re unable to log in, I suggest going through troubleshooting to try to resolve the issue involving account access. Please feel free to follow the troubleshooting steps below and try to log in after each one.
- Clear the cookies and cache of your browser. After this, completely reboot the browser.
- Try a different web browser, as well as an incognito window or private browsing window to rule out any browser issues.
- Try another device, such as another computer or mobile phone.
- Try the Shopify Mobile app
- Reset your password
If troubleshooting doesn’t allow you to log in, please let me know what’s preventing you from logging in and I’ll advise what the next best step is.
Hi Summer-
Thank you for the suggestions. Unfortunately, they don’t seem to be working. I believe my access has been temporarily disabled. It most likely needs to be activated again for me to resolve the issues with my store. I cannot log into my store to add the necessary information to my site. Please advise. I am still receiving orders while being locked out and I need to access them to fulfill them.
Thanks
Ah, yes! I’m sorry about that @MattyR16 . I failed to see the advice in the email about admin access the first time I read it. You are right, you’re unable to log in due to the missing requirements. In this case, please respond to the email you received so the agent who reached out can work with you to arrive at a solution. They will advise what the next best step is.