Old email address: [email removed] is not working anymore.
New email address: [email removed]
Topic summary
A user changed their email address and can no longer log in because the verification code is being sent to their old, inaccessible email account.
Support Guidance Provided:
- If the original password is remembered, login with old credentials is still possible, then update the email address in account settings
- If password reset is needed, it requires access to the original email (which the user doesn’t have)
- Direct contact with Shopify support team is necessary through the help center
Recommended Steps:
- Visit the help center contact page via provided link
- Select “I don’t have an account” option if unable to log in
- Choose support topic: Account → Logging In
- Use Chat with Us (fastest) or Email options (Community forum cannot resolve account access issues)
- Support team will gather information to help change the email address on the account
Note: User was advised to edit their post to remove exposed email addresses due to privacy concerns on the public forum.
The issue remains unresolved and requires direct support team intervention.
Hi @Chador
You are very welcome to the Shopify Community.
I understand that you are experiencing some issues with logging in to your account - I’d be happy to steer you in the right direction.
You mentioned that you have changed your email address. Do you still have any access to the original email address used to create the store? You did say that the old email address is not working, so perhaps you cannot access the old email inbox?
If you remember your password for your store, then you should still be able to login using your original login details, and then proceed to change the email address on your account to the new one. However, if you cannot remember the email address/password combination then you would need to attempt a password reset, which would require access to the original email account connected to the store.
If you cannot log in or reset your password, then you will need to contact our support team directly using this link here. We will need to gather some information from you, and explain the next steps involved in getting the email address changed on the account. Please note that if you cannot login using the above help center link, then you can select the ‘I don’t have an account’ option to get through to our team.
P.S. I would recommend editing your post to remove your email addresses, as this is a public forum and it may lead to spam etc.
Hi Rick,
Yes, I cannot access my old email address and it ask me to put 10 digit code which was send to my old email address. I followed you instructions and click on the link but I could get any help from that link.
Can you help with this issue.
Thank you
Hi @Chador
I understand what you mean, thanks for confirming.
Sure thing - I’d be happy to explain how to contact our team via the help center.
When you click this link here it will bring you to the contact support section of our help center. Here you will see the option to log in to your store by pressing the green login button.
If you are unable to login via the help center, then you will need to choose the ‘I don’t have an account’ option underneath the log in button:
After this you will need to choose the support topic (and possibly also sub-topic) that most closely matches your query. In this instance I would suggest selecting Account and then Logging In.
After this you will be presented with the various contact options for reaching our support team. Feel free to select whichever method suits you the best, however I would suggest the Chat with Us option as the quickest and most suitable choice for this. You can also choose to send us an Email instead. The Community option will not be suitable, as we cannot access your account here to help you get back in.
Let me know if you are still experiencing issues with contacting us, and we can troubleshoot further.