Users can’t retrieve the 10‑digit login verification code because the account email is tied to a lapsed domain, creating a lockout loop. One user also reports ongoing charges for an inactive store without access to the email or domain.
Initial guidance: contact the Help Center so Support can verify identity and, once authenticated, change the login email and help restore access to renew the domain/stop charges.
Updated process: the support flow has changed. Go to the Help Center, open the AI chat, and type “I can’t login.” Follow prompts until “contact support” or “I still need help” to reach live chat.
Troubleshooting: if errors appear or the site shows you as logged in (e.g., “null null”), log out first, then return to the Help Center. The virtual assistant should be visible on the right; type “can’t login” to see contact options. Screenshots were requested and shared to diagnose the error and show the Help Center layout.
Status: unresolved/ongoing. Next step is to reach live chat to authenticate and update the account email.
Hey team!
I’m hoping that someone can help.
I had to create a new account to ask this question, as the domain on our store has lapsed, we now don’t have access to the email to log in and renew it. The email attached to the account is from that domain, so when we go to log in, we cannot access the 10-digit verification code. It’s a cycle of dead ends!
I’m hoping that someone from the Shopify team can assist in getting us back in, so we can renew our domain, and get things firing again!
Pete
Hi there @HOUSEOFHEAT !
Sorry to hear you’re having a hard time getting logged in at the moment, but thank you for outlining the situation so clearly.
As you’re not able to access the email used for those recovery codes, we’ll just need you to reach out for support via our Help Centre here.
There, we’ll be able to verify your identity and work with our Accounts team to help you regain access.
Once they’ve been able to securely authenticate you it will be possible to get account specifics like the login email changed so you can get this moving forward.
I look forward to getting this sorted for you!
Hello. I am in this exact situation. I continue to be charged for an account that is inactive and isn’t tied to an active email address or even an active url/domain! Because I don’t have access to the email account I cannot access the 10 digit code. App, website, doesn’t matter. I can’t get access. And it’s a cycle of frustration trying to find anyway to connect with an entity that is capable of independent thought (like a human, or even “real” AI).
just like Pete (above) I had to create a new Shopify account just to access this help community. I’m beyond frustrated. I followed the link you provided to Pete and it got me nowhere. Just a page to teach me about my “new” Shopify site. I need to speak with a person who can help me figure this out. Ask me anything and I’ll authenticate live.
please help.
Hi @Llum
I definitely want to make sure you are getting the help you need! Our support flow has changed since the last reply to this thread, so I’ll provide the updated steps for that.
When accessing our Help Center you will want to open the AI chat window and type in your question or concern. If you do not have access to your merchant account you can use the prompt “I can’t login” to get started. Follow the help prompts until you see an option to contact support or “I still need help”. This will connect you with our live chat support team for further assistance.
If you have any issues getting connected, please let me know.
I’m getting the following error,
There is a name and email and phone number in the details section.
Hi, @Llum .
Thank you for reaching out.
Do you mind sharing a screenshot of the error you are receiving?
I think I’m just going to cancel my credit card. I have been being charged for years despite having no store. I’m pretty sick of it.
I understand that this has been a frustrating experience and I want to ensure that you can get in touch with our support team. Since this account is resulting in an error message, I recommend logging out (click on the account icon in the top right corner (where you see "null null’ in your screenshot), and then select Log out. Then, you can type “can’t login” in the virtual assistant chat to get through to the contact options.
I logged out and didn’t see a virtual assistant
This is what the Help Center page should look like when you’re logged out. The virtual assistant chat is on the right side, and you can type “can’t login” there to get to the available contact options without being prompted to login.
