Issue: Merchant can’t log in after 3+ months of inactivity because Shopify requires email confirmation, but the original email/domain is no longer accessible. Even with the correct password and SMS code, access is blocked, and initial attempts to reach support were hindered by Help Center flows requiring login.
Support guidance: This is an added security layer to verify the Account Owner after prolonged inactivity. If the registered email is inaccessible, merchants must contact live support via the Help Center, which typically escalates to the Accounts team for account recovery.
How to reach support (per instructions):
Latest update: The merchant created a new account to access support and successfully reached an agent. A ticket was submitted (on Monday), but the issue remains unresolved pending follow-up.
Status: Ongoing, awaiting response from internal/Accounts team. Key unanswered point: recovery path without access to the original email.
I do not have access to the email address I originally used for Shopify. I am getting the message that I need to confirm my email address since it has been three months since my last log-in, even after using the correct password and entering the code sent to my phone. That domain is no longer active so I can not confirm.
The virtual assistant and all other info I have found needs me to log in and choose a store in order to get help-which obviously I can not do.
Hi, @JustNeedSupport .
For context, our system adds an additional layer of security for merchants who haven’t logged into their store for 3 months or more. This is to help verify that the Account Owner on file is correct.
If you’re no longer able to access the email address on file, we’ll need you to contact our live support team so that we can help with your next steps. Our live support team will typically need to escalate cases like these to our Accounts team, who are best equipped to assist merchants with regaining access to their account.
Our support team can only be contacted via the Help Center however, and I see you mentioned that you’re not having much luck in finding a way to contact us from there. Can you try accessing our Help Center again on incognito window, and type in contact support in the chat box with the virtual assistant? From there, you can reply with I still need help, click on the Account Support link, then scroll down on the page it takes you to in order to see the link to start a live chat with our team.
HI Kimi - I was able to contact support after I created this new account. It did not provide me a way to contact them until I was logged in. The issue has not been resolved yet but I did have someone that submitted a ticket Monday, hopefully I will hear something back soon.
Thank you for your reply.
Ah okay, thanks for the update. Glad to hear you were able to get in touch with our internal support team, they’ll be able to assist you further from here.