So, last week I deleted my old Shopify login email address and I forgot to update my Shopify with a new login email address, and since the old email is deleted, I can’t access my Shopify account. And the customer service team kept reminding me that not to worry at all because they’ll get my account recovered with my new email address. But after about a week, they’ve stopped replying all together. And it’s getting ridiculous because I can’t access my Shopify account. They kept saying that they have escalated this matter to the internal team over and over again, but they just stopped replying even my email inquiries.
Now, I’m thinking if I should delete my Shopify account completely, and start again with a fresh new account! Because I don’t want to get billed for this current account that I’m locked out of, even though I can’t even access it!
If anyone knows how to resolve this issue, please do let me know, and help me out please!!
Quick heads up first though, this is a public community forum, mostly merchants and partners. Account recovery doesn’t get actioned from here, posting alone won’t move it. A few things worth doing in order: reply directly inside your existing support thread (don’t open new tickets, that resets your queue spot) and explicitly ask for escalation to the Account Recovery / Trust team with your store URL and a clear summary. If support has fully gone silent, try emailing accounts@shopify.com or accounts-security@shopify.com directly with your store URL, the deleted email, the new email, and proof of ownership (last invoice, bank statement showing Shopify charges, ID matching the account name). They’ll need identity verification before any change. LinkedIn DMs to someone on the Shopify Trust or Merchant Support team have also worked for stuck cases, just keep it factual.
Strongly recommend not deleting the account or trying to start fresh. Two reasons: first, you can’t actually delete an account you can’t log into. Second, even if you could, Shopify’s risk system links accounts by payment method, business details, IP, and device. Creating a new store while an old account is in dispute often gets the new one flagged too, and you’d lose access to your old store’s data, customers, and order history forever. Push through the recovery process instead, even if it’s slow. Hope you get back in soon.
Hope that helps! If it did, a Like and Marking it as Solution goes a long way and helps others find the fix faster too.
The first step is to verify if you are still logged in on any device, or browser session, even an old laptop or phone. If so, change the account email and billing information before anything else. Also try password reset flow with any possible email variations you could have used, as Shopify accounts can occasionally still route recovery if the domain still exists in their records.
If you really have no access at all, then, for the moment, stop any further charges through your payment provider until you can get that sorted for billing, then rebuild the store.