I got an email yesterday saying someone from Morocco logged into my account. I immediately went in and changed my password. Then I tried to log in on my computer to print shipping labels and it’s saying I don’t have access. I’ve been trying to find a phone number to Shopify support but no luck. I started a chat and I ended up getting an email sent to me this morning to prove I’m the owner of the store. Haven’t heard anything back yet.
I sell snowmobile parts so this is an extremely busy time of year for me and I have no idea how many orders are coming in. They tried telling me to try other emails but I’ve only ever used one and I still have the “welcome to Shopify” emails from over 2 years ago when I created the website. I’ve also tried logging into the custom URL admin page and that’s where it says I don’t have access and it asks if I would like to create my first store.
I’m beginning to panic a bit. How long does this process take to get my store back to me? The website is still up and running so that’s a good sign.
Hi 213Parts,
I understand the importance of being able to regain access to your store as soon as possible, as you have orders that require to be shipped out in a timely manner. Thank you for going ahead and being proactive by changing your password and contacting our live support team.
Below I’ll share a few options for you as it’s important you’re able to access your store and continue with business.
To help identify which email is connected to the store in question, you’ll need to head over to our Store Recovery page where you can enter your email address and select email store details. This store recovery tool will send you a list via email of your store URL(s).
In regards to discussing information around account security, our team will be communicating via email to help ensure we are protecting our Merchant’s security and privacy. I would like to advise you to monitor your email for any emails from our Support team. Please be sure to check your inbox, spam, junk folder, etc.
For future, if you have any questions pertaining to your store I’d like to share how you can access our phone support. While there isn’t an option to directly call our phone support, you can locate our phone support option the same way you accessed live support for chats. I’d like to share how to access our phone support in order to help you move forward with the process and regain access to your account. You can request a call-back by navigating to our Shopify contact page. Once you’ve launched our contact page, please select the callback option in order to request a callback. Please note: If the request for a callback option is unavailable, please keep checking back as it will show once there is room in the phone queue to offer support.
That obviously doesn’t work when I no longer have access to my store! It’s now been 2 days since I’ve had access!
