I’ve been locked out of my Shopify store for over a month due to “inactivity.” The platform is still billing me every month, but I cannot log in because the “secret code” email they require never arrives.
I opened Support Ticket #60204574. Shopify did respond two weeks ago asking me to upload more documents, which I did the same day. Since then — silence. I’ve followed up multiple times, but I haven’t received a single reply.
I’ve spent hours going in circles with the AI chatbot, which only loops me back to the starting point. There seems to be no way to reach a live person to resolve this issue.
At this point, I just want to close my store and stop being billed, but I can’t even access the account to do that.
Has anyone else experienced this? Is there any reliable way to connect with a real support agent at Shopify and get this resolved?
You really dont need to close your store nor do you need any agent, because there might be the disguised ones, but there is only one thing needed to be done………….
Yes, that’s annoying indeed. The best you can do is find other communication methods to reach Shopify since the ticket goes unanswered. They are messaging @ShopifySupport on Twitter/X for faster help, or they are making chatbot direct them to a real person by clicking ‘I still need help’ for a few times. Additionally, reply specifically to the last email you received and add your ticket number in the subject line- this will help escalate it. And when you got locked out and they keep charging your account, inform your bank to halt or dispute the charges till Shopify sorts it out.
Tried all of those things, and many more options, and NONE of them made any difference. And no USA bank can stop these payments after you have given a company permission to withdraw the funds on a subscription basis. Only way is to shut down the card, which I did today.
Man, I can see how exhausting that must feel shutting down your card just to stop billing is a lot. When Shopify locks you out like this, the only effective path is to escalate directly with their support team using your ticket number. One trick I’ve seen work is replying to the last email you got from Shopify (even if it’s old) with your ticket number in the subject line that often flags your case to a live agent instead of the AI system.
Another option is to reach them through @ShopifySupport on Twitter/X, since public cases tend to get faster responses.
I’ve helped people handle similar Shopify issues, so if you want, I can share some direct steps to get their account team to actually respond and close the loop for you.
Now Sept 22nd, and still ZERO progress on resolving this issue, and ZERO response from any human being at Shopify.
This is only further proof that SHOPIFY DOES NOT CARE ABOUT IT’S CUSTOMERS IN ANY WAY, SHAPE OR FORM.
BUYER BEWARE!