Issue: Merchant receives “You have a new message” emails supposedly from Shopify Inbox, but no corresponding conversation appears in their Inbox—suspected phishing.
Initial guidance: Support advises forwarding the email to safety@shopify.com for investigation. If any links were clicked, change passwords and enable two-step authentication (adds a second verification step for login).
Follow-up: Merchant confirms forwarding and asks if logging in via the email’s “Reply in Inbox” link could have compromised credentials.
Latest advice: There is a possibility of compromise. Change the Shopify password immediately (if not already). Then review recent store activity via the Shopify admin Home > Timeline (shows recent actions and updates) to spot any suspicious changes.
Outcomes/next steps:
Password change and enable 2FA.
Monitor Timeline for unusual activity.
Phishing email forwarded to Shopify for review.
Status: Guidance provided; no confirmed breach reported. Discussion effectively addressed with security steps; merchant to monitor and secure account.
Summarized with AI on December 24.
AI used: gpt-5.
Thanks for reaching out and bringing this to our attention.
It’s possible that you’ve received a phishing email pretending to be from Shopify, and we’d recommend forwarding the email to safety@shopify.com so that our teams can take a closer look. That being said, if you’ve clicked onto any links within the email, then we’d also recommend changing your password(s). For an added layer of security, you can also consider enabling two-step authentication to protect your account.
If you have any other questions on this topic, then don’t hesitate to let us know.
There is a possibility that your information is compromised. Please change your password as soon as you can if you haven’t already. Once you change your password, log into your account and you will want to check your accounts recent activity. To view recent activity in your Shopify store, go to the Timeline feature in your Shopify admin. This section shows all recent actions taken in your store, helping you keep track of changes and updates. You can find the Timeline feature in your Shopify admin by navigating to the Home page. It’s usually displayed towards the bottom, showing recent activities and updates related to your store.