Hi everyone, I’m hoping for some guidance on a difficult situation we’re facing. My business partner and I run the store www.pdlbox.nl. We are trying to activate subscription payments, but are running into an issue and need assistance from Shopify Support to resolve it. The problem is that my partner is the only one with login credentials for the Shopify admin, and he is currently unavailable to initiate a support chat or grant me staff access. As a co-owner of the business (a registered partnership in the Netherlands), I’m currently unable to take action on this urgent problem. My question is: What is the official procedure for us to get in touch with Support? Are there alternative ways to verify my identity as a co-owner, so I can create a support ticket and get this issue solved? Any help or suggestions would be greatly appreciated.
Topic summary
A co-owner of a Dutch partnership operating pdlbox.nl needs to activate subscription payments but cannot access Shopify Support. The primary account holder is unavailable and hasn’t granted staff access.
Recommended Solution:
- Initiate an account recovery request via Shopify Help
- Select “I can’t log in” option and specify co-owner status
- Shopify’s Account Integrity team will handle verification
- Official ownership documentation will likely be required
- Process may take several days to complete
Current Status: Issue remains unresolved; awaiting account recovery process.
Hi @PDLBOX
You must initiate an account recovery request through Shopify Help, as only the store owner has direct access to Shopify Support. Select “I can’t log in” and mention that you are a co-owner.
Before allowing access, Shopify might ask for official documentation of ownership. Their Account Integrity team is in charge of this procedure, which may take several days to complete.