URGENT: My business is being ruined by Shopify, users can't log into their accounts!!

Shopify Discussion
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Hello! I would truly appreciate a reply urgently, because I am having a full on panick attack from this critical error. We are receiving angry emails from customers non-stop and we are losing our business because of Shopify… and the worst thing is that NOT EVEN the contact support button is working.

We recently started selling an audiobook via the LDT app. We turned the audiobook into a course where people can listen to audios and then complete quizzes. People had to purchase the Audiobook as a digital product on our site, and after paying, they receive an e-mail telling them to create an account on our website. After they create the account with the same email address they used to place the order, they basically get access to that Audiobook and the quizzes via their account.

Everything was going well until a few hours ago, when over 20 customers started telling us they cannot connect to their new account. They would complete the email and password fields correctly and then, our website would tell them that the information they introduced is not correct and that is why they cannot login. They are obviously VERY MAD at us, because they paid for the Audiobook and now they cannot access it. We chose the legacy account method, by the way.

I must mention that several influencers promoted us today so there s more traffic on the website, but nothing crazy, maximum 50 people at once. I thought that maybe that is why the login page has bugs. For a few minutes, it was working again and now it went completely crazy, right around the time an influencer s video blew up. But STILL, such bugs shouldnt exist just because of a higher website traffic. It s not even that big!

Please tell me… did Shopify make an update today regarding the customer accounts? Am I just cursed? Not even the customer support button is working and I am DESPERATE. I am emotionally connected to my business because I am an author and my business is very popular in my country. I have been crying for over 1 hour now because it is late and the tehnical team cant help us. No one can and we feel helpless…

Thank you!

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Hey @Biancai27 ,

I can hear how distressed you are about this situation, and I want to help get this resolved as quickly as possible. Let me search for any current Shopify issues or updates that might be affecting customer accounts today.

GOOD NEWS: You’re not cursed and this is fixable!

Shopify’s official status page shows all systems are operational - there’s no major outage today. What you’re experiencing is a known recurring issue with Shopify customer accounts, especially legacy accounts.

## IMMEDIATE SOLUTION (This Should Fix It):

Based on community reports, this is typically an “account activation” issue where customers who have checked out successfully and set passwords are then told their account can’t be accessed, and sending an Account Activation appears to fix the problem.

Here’s what to do RIGHT NOW:

  1. Go to your Shopify Admin → Customers
  2. Find each affected customer by their email address
  3. Click on their customer profile
  4. Look for “Send account invite” or “Account activation” button
  5. Send them a fresh account activation email

This should immediately resolve their login issues.

## Why This Happens:

This appears to be related to account activation issues, and the problem seems to occur when customers check out successfully and set passwords but their accounts aren’t properly activated in Shopify’s system. The increased traffic from your influencer promotions may have triggered this bug, but it’s not related to server overload - it’s a known account system glitch.

## For Future Prevention:- Monitor your customer account settings in Admin

  • Consider switching to the new Customer Accounts system (not legacy) when possible
  • Keep an eye on the Shopify community forums for similar issues

## Alternative Contact Methods:

Since your support button isn’t working:

You should see customers able to log in within minutes of sending the activation emails. This is a documented workaround that has helped many other merchants with identical issues.

Take a deep breath - your business will be fine! This is fixable and you’ll have your customers back online very soon. :heart:

Cheers!
Shubham | Untechnickle