when loging in not reading my login id, directing to google and not reading that as well

Technical Q&A

Topic summary

A user is locked out of their Shopify account after attempting to change their login email. They receive the error message “An account with this email exists, but is connected to Google instead” when trying to log in.

Troubleshooting attempts (all unsuccessful):

  • Email login
  • Google sign-in
  • Clearing browser data
  • Incognito mode
  • No “forgot password” option appears

After trying new login credentials, a new store opened instead of accessing the original account.

Support guidance provided:

  • Community moderators directed the user to Shopify Help Center and a support form to connect with a Support Advisor, as account-specific issues require direct access.
  • A form link was shared for live support contact.

Current status: The issue remains unresolved. At least one other user reports experiencing the same problem and notes the provided support form link is not working. No solution has been shared in the thread.

Summarized with AI on October 26. AI used: claude-sonnet-4-5-20250929.
2

Hi there, @ammadzafar .

Welcome to the Shopify Community, and thanks for sharing your question.

I understand you’re unable to login, and we appreciate you trying those troubleshooting steps. While we’re unable to assist with account-specific queries through the community forum, you can reach out via the Shopify Help Center to connect with a Support Advisor. This is because we’ll need access to your account, and we have limited visibility here.

Let us know if you require any help navigating the Help Center.

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