How to recover a locked out ecommerce account?

Technical Q&A
1

Hello. I created a shopify account and I even bought the domain. I tried to change the email address and it lock me out. I lost all the information and can not log in with any of the email. My store does not appear and now it is asking me to start another account. I can see my store when I go to the web site but not in shopify. Please, I need help. Thank you.

2

Hi @Susana15 !

Thanks for getting in touch, and I’m sorry to hear that you’re having trouble getting into your account!

Can you try recovering your account via this link here, if your email address is tied to a store then it should appear here for you!

It could also be an issue with your browser or device, have you tried logging in with another device or the Shopify Mobile app for example? It’s also always a good idea to clear the cache as mentioned here and ensure your browser is supported and up to date.

Let me know how that goes!

3

Hello. I couldn’t get my account back. It show that my account is under
sellinggoodsforyou15@gmail.com but when I go to open it, does not let me
log in.

4

Hi @Susana15 !

Thanks for your response!

Can you confirm if the recovery link above brought up your store tied to the email: sellinggoodsforyou15@gmail.com?

If it did, what was stopping you from getting into your account? Was your login not being accepted or did was there any error messages?

In your case as it is account specific, and as we cannot access accounts from the public forums, I’d recommended getting in touch with our live support, so that they can locate your account and assist you in regaining access to it. As you cannot log in into your store currently, please follow my exact steps below to continue to access support;

I trust that is helpful, but let me know if there is anything else you need!