Very Upsetting-Logged out of my store admin

Technical Q&A
1

Hello,

I have been trying to contact Shopify support for the past week and a half now. I literally have been logged out of my own admin for the past week and a half and have not been able to work on my store. I have been sending emails and got no response as well as chatting with customer service, only telling me that they are going to send me emails, which by the way never happens. I am really frustrated and upset with Shopify’s service that it has been providing me. I have no idea why I am unable to log into my admin and am really trying to make this business work. Can someone please help me, I am in desperate need of actual help.

Thank you in advance

2

Hey @racheljordan7

Thank you for explaining this issue about your Shopify store. I am sorry to hear about your recent experiences, and I can totally understand why you would be frustrated and upset in this situation, I am sure I would be too. It is definitely not ideal when you cannot access your store and do not know why.

Did you receive any initial email correspondence from us when this started happening which may give an indication as to why you cannot access your admin? When you try to login to your admin, are you seeing any error messages there?

It sounds like you have already been in touch with our live chat support, and have explained everything to them there, is that correct? If that is the case, then it is likely that they may have to reach out to some other internal teams for extra information, and then revert back to you via email. We really do appreciate your patience here during this process, and we understand how important it is that you get back to your store.

3

Hello,

Thank you for responding so quickly. Let me provide a screenshot of what is happening below. It is very strange. The tab is open on Chrome so I know that it is supported by Shopify.

The button just won’t let me even sign in. When I try with Safari it says that Shopify no longer supports Safari.

Cheers,
Rachel

4

Thanks for the info @racheljordan7

I wasn’t able to see the attached screenshot of the error, would you mind sharing it again if possible? That is certainly an interesting one - it sounds like the browser is acting strange and causing some issues. While we would usually recommend Google Chrome as the browser of choice, Apple Safari should still allow you to login to your store. Can you please confirm the device and OS you are using?

Shopify supports running the two most recent versions of the most popular web browsers. Using anything older than that can sometimes cause unexpected issues such as this. With that in mind, could you confirm that Chrome/Safari are fully up to date? We have a help doc here where you can see our policy on supported browsers and update to the latest version.

Some other troubleshooting steps you can try are as follows:

  • Make sure you are on the latest version of macOS/iOS.
  • Try logging in on another device such as a different computer or mobile device.
  • Try another web browser.
  • Try logging in to your store in a private browser window. This can sometimes rule out issues with your cache/cookies. In Google Chrome these are called ‘incognito’ windows. More information on how to do this here.
5

Hello,

Thank you for your response. I am using a MacbookPro and the second the latest version of the update. I am still not able to get in my store. Here is the screenshot again.

Cheers,
Rachel

6

Hi @racheljordan7

I am actually unable to see that screenshot also, it doesn’t appear to be showing in your post. Thanks for letting me know you are on a MacBook Pro with a recent update installed. If you have already tried all of my local troubleshooting steps above and it is still not allowing you to login, then it is likely that one of our teams here will need to take a closer look. We are limited in what we can see here on the forums, as only our live support can access your account.

In your original message you mentioned that you had already been in touch with Shopify Support, and that they were going to send you an email update. It sounds like they are actively working in the background to help you with this, so in this case I would advise waiting for that email to come through - it shouldn’t take too long, we are usually pretty quick. If it has been several days with no reply, you could consider reaching back out to us here and one of our advisors can check in on the ticket for you.