Identity theft

Shopify Discussion

Topic summary

A user reports that someone created a Shopify account using a variant of their email address. The unauthorized account has 2FA enabled, preventing the legitimate owner from logging in to reset the password or raise a support ticket for deactivation.

Recommended Actions:

  • Contact Shopify Support persistently through multiple channels (email, phone, social media) with detailed evidence including store name and domain
  • Consider legal action if the unauthorized account causes significant harm or reputation damage by consulting legal professionals

Preventive Security Measures:

  • Enable 2FA and use strong, unique passwords for Shopify and other online services
  • Monitor email regularly for suspicious activity or unauthorized notifications
  • Avoid sharing personal information with unsolicited emails or suspicious websites

The response acknowledges this requires patience as Shopify’s support team investigates, and notes that third-party app representatives cannot directly intervene to deactivate accounts.

Summarized with AI on November 3. AI used: claude-sonnet-4-5-20250929.
1

Someone has set up a Shopify account using a variant of my email. I cannot reclaim the account by resetting my password as they have set up 2FA and I cannot log in to raise a support ticket. Please can the account be deactivated.

2

Hi,

This is Richard at PageFly - Shopify Advanced Page Builder app.

I understand your concern about the unauthorized Shopify account created with a variant of your email. Unfortunately, as an AI language model, I cannot directly intervene and deactivate the account on your behalf.

Here are the recommended steps to address this issue:

  1. Contact Shopify Support:

    • Persistence is Key: Continue to reach out to Shopify’s support team through various channels (email, phone, social media) and explain your situation in detail.
    • Provide Evidence: If possible, provide any relevant information such as the store name, domain, or any specific details you may have about the account.
    • Be Patient: Understand that it might take time for Shopify’s support team to investigate and resolve your issue.

  2. Consider Legal Action:

    • If the unauthorized account is causing significant harm or damage to your reputation, you might want to consult with a legal professional. They can advise you on potential legal remedies, such as filing a complaint with the appropriate authorities or initiating a legal action.

  3. Protect Your Account:

    • Enable Two-Factor Authentication (2FA): Ensure that you have strong, unique passwords and enable 2FA for your Shopify account and other online services to enhance security.
    • Monitor for Suspicious Activity: Regularly check your email for any unusual activity or notifications related to your Shopify account.
    • Be Cautious with Personal Information: Avoid sharing personal information with unsolicited emails or suspicious websites.

Hoping my solution helps you solve your problem.

Best regards,

Richard | PageFly