HOW DO I GET ACTUAL CUSTOMER SERVICE FOR A FRAUDULENT ACCOUNT?

Shopify Discussion

Topic summary

A Shopify account was fraudulently created using the poster’s email. They cannot access, disable, or close it because they don’t have the password.

Most recent development: Shopify’s Privacy Team closed the case, stating the presence of an “active account” and requiring that all accounts be disabled/closed before processing a deletion request—creating a catch‑22 the poster cannot resolve without login access.

The poster reports months of unsuccessful attempts through chat support, asking for a live customer-service phone line or for a human (including Legal) to review their prior messages and understand the situation.

Key issues:

  • Verification and ownership: How can Shopify verify identity and take action when the email owner can’t log in?
  • Process gap: Deletion requires account closure, but closure requires access the poster doesn’t have.

Status: Unresolved. Requested outcomes include human-assisted support and a path to disable/delete the fraudulent account without requiring login credentials.

Summarized with AI on December 18. AI used: gpt-5.
1

For months, I have been trying to get help from customer service to disable a Shopify account that was fraudulently created by someone else using my email account. The most recent message I got was from the so-called Privacy Team, telling me that they were closing my case because “it seems you have an active account with us. In order for us to action this deletion request, your Shopify accounts must be disabled and closed.” I CANNOT DISABLE OR CLOSE THE ACCOUNT BECAUSE SOMEONE ELSE CREATED THE ACCOUNT USING MY EMAIL. I DO NOT HAVE THE PASSWORD TO GET INTO THE FAKE ACCOUNT OR I WOULD HAVE ALREADY DISABLED AND CLOSED IT. How do I get a person with a brain to listen to me and not send me running in circles? Maybe a phone line with a live person for customer service would be beneficial for better customer service? Or how about just reading ALL of the chat bot messages since I’ve explained this situation several times? Or maybe the legal team could read everything I’ve written? Do they have a real law degree? I have to ask because the situation could be understood by a kid in junior high.