When I log into my account shopify wants me to create a new store

Shopify Discussion

Topic summary

Login issue where an existing Shopify store prompts creation of a new store instead of opening the admin (“back end”), suggesting the shop may appear de-linked from the account.

Support requests the date of the last successful login and recommends local troubleshooting to rule out browser/device problems.

Suggested steps:

  • Clear cache and cookies.
  • Use an incognito/private tab.
  • Try another browser (Chrome, Firefox, Safari).
  • Try another device.
  • Access via the Shopify mobile app.
  • Restart the device.
  • Ensure the device OS/browser is up to date.

If the problem persists after all steps, contact Shopify Support via the provided login-issue link for an advisor to investigate.

No resolution yet; awaiting the user’s results from troubleshooting or confirmation after contacting support.

Summarized with AI on January 23. AI used: gpt-5.
1

Our store has been running on Shopify without a problem for a few years. Suddenly when logging in to shopify instead of taking us to the “back end”, it says we new to create our first store. But we already have one. It’s almost as if the store has become de-linked or disassociated from the account.

Does anyone have any ideas what has happened?

2

Hi @damianfeu ,

Thank you for reaching out to the Community. I’m happy to provide some assistance with accessing your shop, to ensure this gets resolved. To ensure I’m fully understanding, when was the last time that you successfully logged into your shop?

To ensure this is not related to a browser issue, I’d recommend attempting some local troubleshooting steps. For ease, I’ve gone ahead and listed these steps below for you to attempt to see if this helps to resolve:

  • Clear your Cache and Cookies.
  • Access the shop in an Incognito Tab.
  • Try accessing the shop from Another Browser (i.e Chrome, Firefox, or Safari).
  • Try Another Device.
  • Try accessing from the Shopify Mobile App.
  • Try Restarting your device.
  • Make sure your device is Up To Date.

If after attempting all of the steps outlined above, the issue persists, please Contact Us directly. This will allow our advisor team to take a closer look and ensure it’s resolved as quickly as possible. To connect with us, you can follow this link.

Please let me know if you have any other questions or concerns.