During a password reset, we have been locked out of our Shopify store since 20 May and still have not regained access despite multiple support conversations and escalations to Account Security. Support Ticket ID: 67421218
Current situation:
• Recovery stuck for 8 days
• No recovery instructions or account access restoration, password recovery.
• Support informed us earlier that recovery email delivery had failed
• We receive WhatsApp OTPs successfully but WhatsApp login shows an unavailable error
• We are now receiving billing failure emails but cannot log in to fix billing issues
• This issue is severely affecting business operations, pending orders, and store continuity
We are only looking for safe guidance from experienced merchants, moderators, or official Shopify staff.
Has anyone experienced something similar or knows how long Account Security usually takes in cases like this?
Sorry to hear about your situation. Quick heads up first, this is a public community forum, mostly merchants and partners. Account Security doesn’t action cases from here, so posting alone won’t move it.
On timelines, Account Security recovery cases typically run anywhere from several days to a couple of weeks depending on the identity verification involved, yours is on the longer side but not abnormal. A few things worth doing: reply directly inside your existing ticket #67421218 (don’t open new ones, that resets your queue spot) and ask explicitly for escalation to a senior Account Security specialist with a timeline. Since support told you the recovery email delivery failed, push specifically on that, ask them to send recovery instructions to an alternate verified email or resolve the delivery issue, since that’s the actual blocker.
On the billing failures, don’t panic about those. Shopify won’t permanently delete a store over billing issues that occurred while you were locked out due to their own recovery failure. Hope it gets sorted out soon.
I am so sorry you are going through this. Being locked out of your business for over a week is incredibly stressful, especially when you are seeing billing failures. Unfortunately, Shopify’s Account Security team can be very slow. It is sadly common for them to take one to two weeks to resolve complex login issues because everything requires careful manual review.
Since support mentioned your recovery email failed, check your spam folder and make sure your email provider is not blocking messages from Shopify. Whatever you do, please do not open new support tickets. Opening new tickets often pushes you to the back of the line. Just keep replying to your original ticket (67421218). Be sure to mention that your billing is failing and your store is at risk of being paused. This might help them see it as an emergency. Hang in there!
Do we get out store back in such situations? Or do we stay in the never-ending loop of waiting for Account Security team to send us the password reset link?
@moeed Do we get out store back in such situations? Or do we stay in the never-ending loop of waiting for Account Security team to send us the password reset link?
I understand why you feel so panicked. But please take a deep breath. Yes, you will get your store back!
The silence is usually just because the Account Security team is deeply backlogged, not because your store is gone forever. Once they finally get to your ticket and verify your identity, they will send you that reset link. Also, try not to worry too much about the billing failures right now. Shopify can see that you have an open security ticket preventing you from logging in, so they generally won’t shut your store down over a missed bill during a lockout.
Just keep checking your spam folder, stay on that single email thread, and politely ask for an update every few days. The waiting is absolutely the hardest part, but you will get back in!
Hi @PresiClo
Try logging in at admin.shopify.com and choose “try another way” to cycle through email, SMS, or backup methods and test in incognito, a different device, with VPN off, and cookies cleared.
If any staff account still has access, use it to reset the account’s security details.
Shopify billing: Shopify invoice emails frequently contain a “view invoice” or “pay now” link that can be used from outside the admin.
If you keep getting errors with WhatsApp OTP, then Instead of trying again in the same flow, change authentication method in the login screen.
Make sure you are using the full myshopify domain.