When I try to contact support for a tech issue, I am directed to a page that says to “confirm account details”. I am a designer working on someone else’s store, so I don’t have a store. How can I get in contact with support? If my client contacts support, she won’t know how to get the info needed to fix the issue. I’ve attached a screenshot of the message I’m getting.
Topic summary
A web designer cannot reach support because the portal prompts to “confirm account details,” and they don’t own the store account. A screenshot shows the message, and the designer notes the client may not know how to fix the issue.
Suggested cause: a local issue (a problem originating from the user’s device, browser, or network rather than the platform).
Recommended troubleshooting:
- Clear browser cookies/cache and fully restart the browser.
- Try a different browser and an incognito/private window; disable extensions when testing incognito.
- Update the browser to the latest version.
- Test on another device (computer or phone).
- Switch to another internet connection (e.g., cellular vs. Wi‑Fi).
- Disable firewalls or pop-up blockers that may interfere.
Alternate way to contact support without logging in:
- Visit the support link and choose “Continue without logging in.”
- Enter the topic, click Search, then scroll down and click Continue under “Get Support.”
- Proceed to create a support ticket on the next page.
Outcome: No confirmed resolution yet. Action items are to complete local troubleshooting and, if still blocked, open a ticket via the non-login flow. The attached screenshot is relevant to understanding the error prompt.
It sounds like you are experiencing a local issue. Local issues are triggered by something on your device or your surrounding circumstances and they can be fixed by local troubleshooting. To pinpoint the cause and attempt to fix the error, you can perform local troubleshooting steps. Feel free to go through the steps below, then try to reach out to our support team after each step to see if any of these resolve the problem.
- Clear the cookies and cache of your browser. After this, completely reboot the browser.
- Try a different web browser, as well as an incognito window or private browsing window to rule out any browser issues. When using incognito, if you are still experiencing the error, confirm you have disabled browser extensions as these can change how the pages look.
- Ensure the web browser is up to date on the latest version.
- Try another device, such as another computer or mobile phone.
- Try another internet connection (switching to a cellular network on a phone rather than wifi, for example).
- Ensure you do not have any firewalls or pop-up blockers enabled on your device as these can interfere.
If none of the troubleshooting steps solve the concern, you can try contacting our support team without logging in. You can visit https://bit.ly/3cJkx8V and select the Continue without logging in option. After doing so, or after logging in, you’ll be prompted to enter the topic of your concern so we can connect you to the right articles and support team. Simply type in the topic, click Search then scroll down to the bottom of the page to click Continue under Get Support. You’ll then see the option to create a support ticket on the next page.
