I am not able to access any of my stores not sure why I’m not able to message via help desk chat. I paid for domain and am trying to upgrade my account from free trial.
Topic summary
Main issue: A merchant cannot access any of their Shopify stores, can’t reach Help Center chat, has paid for a domain, and is trying to upgrade from a free trial.
Support response: With limited details, staff can’t identify the cause. They recommend resetting the account password (link provided). If access still fails, account-level investigation is needed, which isn’t available via the Community; the merchant should log in to the Shopify Help Center (link provided) and start a live chat support request.
Action items:
- Reset the Shopify account password.
- If unsuccessful, log in to the Help Center and open a live chat ticket.
Status: Unresolved; awaiting the merchant’s follow-up via official support channels.
Open questions: The specific reason for the access issue and why chat couldn’t be initiated remain unknown.
Hey, @Fineassjenny .
Thanks for reaching out and bringing this to our attention.
Due to a limited amount of information, we’re unable to determine where the issue might be coming from. However, if you’re still unable to access your store after resetting the password, then it looks like we’ll need to access your account in order to resolve the issue. While we’re unable to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chats. Simply visit the Shopify Help Center and login to your account to create a support request.
If you have any other questions on this topic, then don’t hesitate to let us know.