I tried login my shopify account after 3 months but they asked me for a code that they send me on my email. I then realize that i have added a wrong email id and i can not recieve email on that id. then i request shopify team to change my linked email id. i provided all documents and full-filed all requirements they ask on email but did not get any resolution. i keep emailing the team they always reply that issue will be resolve and give me a ticket number but did not get the resolution. kindly let me know what i can do?
Hi @Tayyba05 That’s quite a tedious situation to deal with. If the documents and identity verification were already done, unfortunately there isn’t much the community could provide you with. The only team who can assist in updating the email address within an account is the Shopify Account Integrity and Support team.
If there is already a ticket raised, I would advise you to simply respond to the same email rather than creating a new request. Doing so would keep all the information regarding the ticket together. If enough time has elapsed without any communication, you could raise a ticket with Shopify Support via the Help center and ask them to check the status of your existing ticket or advance it to the relevant department.
Let’s hope that Shopify team does get back to you soon.
@Tayyba05 ,
That sounds really frustrating. Since you have already completed Shopifys verification process and have an open support ticket I’d recommend replying to the same email thread instead of creating new ones, and politely ask for an update or escalation to the Account Security team. Keeping everything in one thread helps avoid delays.
If its been several days without progress contact Shopify Support through the Help Center and reference all your existing ticket numbers. Unfortunately only Shopifys Account Security team can change the login email after verification so they will need to complete the review before your account can be recovered.
Hopefully they can get this resolved for you soon.
I also contacted shopify help center and they generated a ticket too and email me to resolve the issue. but still nothing progress.
Hi @Tayyba05 ,
If you’ve already provided all the requested documents and are still not getting a resolution, the best option is to reply to the same support email thread instead of opening new tickets. This keeps all the verification details in one place and helps avoid delays.
In your reply, include:
- Your latest ticket number.
- A brief summary that you’ve completed all verification requirements.
- A request for the case to be escalated to the Account Recovery or Trust & Safety team if it hasn’t already been.
If you still don’t receive progress after several business days, contact Shopify Support through the Help Center and reference your existing ticket number rather than creating a new case.
Hi there @Tayyba05
You may also try an account recovery method by collecting all your store ownership information, billing information, and any verification records in one document. If you can access the original account at your email service, see if you can recover or correct the address from your email provider. For future sale, you can set up backup authentcation methods and keep your account details updated to prevent this sort of thing.