I am trying to log in to an inactive account and I am not receiving the email with the ten digit code to activate. I cannot login into the store and have tried reaching support but that only shifts me over to connect the store and I am unable to login due to the above.
Topic summary
A user cannot access their inactive Shopify account because password reset emails containing the required 10-digit code are not arriving. Multiple attempts to contact support have failed due to technical issues.
Key Problems:
- Password reset emails not received (checked spam/junk folders, tried multiple email addresses)
- Help Center chat link produces error: “There’s a technical problem with the Shopify Help Center that prevented this page from loading”
- Email to support@shopify.com bounced back with message that the address no longer accepts incoming messages
- Unable to upload screenshot evidence due to file type restrictions in forum
Troubleshooting Attempted:
- Browser cache clearing and updates
- Incognito mode
- Multiple browsers and devices
- Different internet connections
- Disabled VPNs and browser extensions
- Cookie settings verification
Current Status:
Unresolved after several days. Support staff provided standard troubleshooting steps and requested screenshots showing the error URL, but the user remains unable to reach live support. Another user reported experiencing identical issues as of July 28, 2025, suggesting a potential systemic problem with Shopify’s support access channels.
Hey, @Samcreative1! Welcome to Shopify Community!
I understand you’re unable to log into your store as you’re not receiving the email containing the 10-digit recovery code. The best course of action for this concern is to contact our support team as they can access your account and help you with logging in.
I see you’ve attempted to do this but was unsuccessful, so I’d love to help you get connected with our support team and ensure you get the support you need. From here, you can visit our Help Center and chat with the AI assistant. Then, type in account support and click Chat with a Support Advisor as shown on this screenshot. This should start a chat and allow you to proceed with your support request.
If you still have trouble getting connected, let me know and I’ll help you further!
Thanks Summer - I attempted to do as instructed and when I click on Chat with a Support Advisor the link has an issue. I tried updating my browser and clearing my cache and I still received the same error. The automated chat continues the same loop - I cannot reset the account password because I am not receiving the reset emails and I cannot access the store due to this. Is there a different route to reach support?
I really need assistance - the help center link does not work and gives the below error. Is there no way to reach support? “There’s a problem loading this page. There’s a technical problem with the Shopify Help Center that prevented this page from loading. Please go back to the Help Center homepage or try reloading this page”
Hi Summer, are you able to help me today please?
@Summer Hi! Are you able to assist me today? Thanks!
Hey, @samcreative1 . I’m just jumping on this thread to help out my colleague, Summer, today.
You mentioned that updating your browser and clearing your cookies and cache still doesn’t allow you to successfully connect with a live support team member on the Help Center, is that correct? If that’s the case, can I please get you to try all of the steps below on your end please, so that we can further troubleshoot this?
- Try accessing the Help Center to contact our live support team via an incognito window. When using incognito, ensure to disable any of your browser extensions as these can change how the pages perform.
- Do you have access to any other browsers? If so, you can also try another browser, such as Firefox or Chrome, to see if that’ll help.
- You can also try to use another device, such as your mobile, a tablet, or a different laptop to see if the issue persists.
- Ensure your browsers’ cookie preferences are not set to ‘Block all cookies’. If all cookies are blocked, this may impact on any added functionalities of Shopify.
- Ensure that there are no popups being blocked in your respective browsers. This will eliminate any potentially missed popups, such as a new tab requiring to be opened for a specific functionality.
- Make sure that you don’t have any firewalls or VPNs enabled on your device or network that may be blocking Shopify. To ensure that Shopify isn’t blocked, you can either use a different location for your VPN, or turn it off entirely to see if that’ll help.
- Try another internet connection, for example you can try switching to a cellular network on a phone rather than Wi-Fi for the time being. This might eliminate a weak internet connection or ISP issues that may be providing errors.
I know that that’s a lot of steps to go through, but we do require that all suggestions are trialled so that we can rule out any potential local issue that may be preventing you from connecting with a live support team member in the Help Center.
If you’ve tried all of the above steps, and are still encountering the errors on your end, can you please reply to us with a screenshot showing the full website URL in your address bar when you’re seeing the error message? That’ll help us ensure that the Help Center is redirecting you to the correct page.
Appreciate your patience, understanding, and co-operation during this process, @samcreative1 !
Thank you Kimi. I have tried all of the above and still receive the same issue when attempting to reach the further chat support. I am attempting to attach the screenshot image (have tried both jpg and png) here with the URL and error message but the system is saying the only valid file types are csv and mp4 files which a screenshot is neither. This has been ongoing for several days now and we are really in need of support to figure out this issue so we can continue using our shop as intended. Please let me know the next steps.
Thank you @BellaKot - we have checked the junk/spam folders frequently on the email in question, have requested additional codes on several occasions, and tried other emails. I will email [email removed] Appreciate your help, hoping someone at that email gets back to me!
@Kimi_2 @BellaKot I attempted to email support@shopify.com and received a bounceback that a ticket has NOT been created and that the [email removed] is no longer accepting incoming messages?
Hey, @Samcreative1!
I apologise for my absence, I was away from my desk for a few days. I’m here to help you further now.
You can attach an image (jpg or png) to your reply by clicking the camera icon above the text box. I’ve highlighted it on this screenshot for your reference:
We need the screenshot to determine the next steps so please do share it whenever you can. We’ll get back to you as soon as possible then. Thanks!
28th July 2025 and I have the exact same issue (posted a request for assistance in a new thread). Shopify’s AI Chat bot is flawed.