Multiple users report that fraudsters have created Shopify stores using their email addresses without verification. The accounts are protected by 2FA that victims cannot access, preventing them from logging in or shutting down the fraudulent stores.
Core Problem:
Shopify allows store creation without email verification
Fraudsters set up 2FA before legitimate email owners can intervene
Victims cannot access support without logging in, creating a circular problem
User Frustrations:
Support channels rely heavily on AI chatbots that loop users back to login requirements
Official responses direct users to help center links, but these don’t resolve the 2FA barrier
Concerns that fraudulent stores will use victims’ contact information, leading to complaints when orders aren’t fulfilled
Some users suggest the issue indicates a broader security flaw in Shopify’s system
Potential Resolution:
One user (FerozeArif) shared a help center link with steps for handling MFA on unauthorized accounts, claiming it resolved their issue
Another user reports their fraudulent store was eventually terminated for policy violations, though without direct confirmation from Shopify
Status: Multiple users express interest in collective action (class action lawsuit). The discussion remains largely unresolved, with widespread dissatisfaction about support accessibility and account security practices.
Summarized with AI on October 29.
AI used: claude-sonnet-4-5-20250929.
Someone has used my email address to setup a shopify store. I have been able to reset the password on the account but they have setup 2FA and I don’t have the authenticator codes required to get in and shut it down. The fake site is here: https://thealternativecric.myshopify.com/.
Because I cannot login to the account and because I am unwilling to create a shop with a second login I am unable to access Shopify support to get further action taken. This is a failure in the shopify model, a) they will allow an account/shop site setup without email verification and b) that Shopify is surely aware that they are being used for fraud and fake stores and not allowing a fast track avenue for these accounts and sites to be shut down. Less, in fact, making it impossible to access support unless you setup and account and a shop front. When potential fraud or email ‘theft’ is involved I expect more.
Direct engagement from Shopify and an expediated process is expected.
Hey! That does look strange. It looks like we’ll need to go through some verification steps to get this sorted.
While we’re not able to provide account-specific support via Community at this time, we’d be happy to continue assisting you through our authenticated support channels. Please visit our help center for assistance. You can select this option to bypass logging in and continue as a guest. - Dirk
This seems to no longer apply since you all switched to a poorly trained LLM. We have the exact same issue. How do we contact support to get this resolved?
Hi, @Rbcav . You can still get support through the Help Center using the Help Center assistant. Please type your specific issue to the Help Center assistant so it can direct you from there. Depending on what you say you should be presented with an “Account support” button or an “I still need help” button that you can click to speak to support. You can see an example of what this may look like here. Let us know if you’re still having trouble with that!
Hey, @blah ! That does look strange. It looks like we’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via Community at this time, we’d be happy to continue assisting you through our available support channels. Please visit us here to contact our support team and have the account/email removed.
If there is anything else I can help you with, please let me know.
Did you ever get this resolved? The exact same thing has happened to me. I’ve been forced to create a new store under a new email to log a fraud report and awaiting the outcome.
No this is NOT helpful! I had the same thing happen and your solutions all require having access to authentication codes that the fraudulent person only has access to!
Welcome to the Shopify Community, and thanks for joining the thread.
We’re sorry to hear you’re experiencing this on your end and will do our best to guide you in the right direction.
Were you able to access the link that was shared by Dirk? This Help Center link should direct you to fill out a form and be connected with a Support Advisor without logging in, or having access to authentication codes. Could you share if you’re having issues accessing the link, or share a screenshot of what happens when you click the link? We’d like to ensure you’re able to receive support.
This exact thing happened to me. I’ve tried going through the help center but I go through the endless cycle of the chat bot and can’t get an actual email to send my issue to or a phone number to call. This is horrible customer service and this entire website seems like a scam.
I didn’t sign up! I has to use another email to create an account. This is what the future is going to look like if people won’t stop supporting bleepty business practices.
Just the other day I can see the fraudalent store that was created from my original email address has now been terminated for being in violation of acceptable use.
That being said, i’ve had not had any confirmation back on the new email address I had to use to setup a new store to log the fraud report about this explicitly.
I personally think Shopify have some issue here - I’m pretty confident my own original email account was not hacked (i have 2FA on it, i’ve not experienced any other issues, and ive changed my email account password again to make sure), though I cant be certain.
But the fact this is happeneing to so many people, i think there’s a way these hackers are validating store openings without access to the email account they set them up on.
This is total BS, as I am now experiencing the same damn thing! I can’t contact customer service without creating an account that I’m unable to create. Perhaps it is time we all consider joining forces in a class action lawsuit against Shopify. I’m serious about this, too.
hey @Dirk – are you reading the rest of the replies on this whole thread? Shopify have a real problem here, i hope this is being fed back and being looked into seriously as a wider security issue.
https://iuvotechnologies.store/ . The email they used to set it up, which was our generic [email removed] with my name on it. I can reset the password, but they are using keys and 2 factor, so I cannot get into it.
When I go to support page, I explain to the bots my problem. It asks me to be associated with a store, and asks me to log in. Round and round I go, with no help. This experience is terrible. Can someone help me?
