Why can't I access my account or contact support?

Shopify Discussion
1

When I log into my account It can’t find my store, it tries to make me create a new store. So when I try to contact support, it wont let me because of “missing account details”. Once I go in and add account details, even tho

I shouldn’t have to because forsure all my details have been provided in the first place to set up the store, It wont let me continue and access the support center.

2

Now that I have exercised patience and was able to access my account, I
still can’t contact Shopify support center because “i need to have a store
if I don’t have a store I can sign up for a trial” but of course I have a
store.
Do you have any real advice?

3

Hi, @melinasuriani .

Can you try logging in to your account using the following steps for me please, to help us rule out any potential browser or device caching issue on your end?

  • Try to login via an incognito window.
  • Or, you can use your usual browser but to clear the browser’s cookies and cache prior to attempting to login again.
  • You can also try another browser. For example, if you’re using Safari, you can try using Chrome or Firefox.
  • You can also try to use another device, such as your mobile or a tablet.

If the issue still persists after following the steps above, you can proceed with the steps below in order to contact our live support team, so that we can investigate your account in more detail from our end to further assist:

  1. Navigate to our Help Center here, making sure that you’re using an incognito window on your browser to access the Help Center.
  2. Once in the Help Center, type in contact support in the chat box with the virtual chat assistant.
  3. You should see the option to select the I can’t access my account button within the chat popup. Click on this, and the chat assistant will reply with a link to contact Shopify Support.
  4. Click on the Shopify Support link, and select Account Support in order to be connected with a live support team member.

You’ll then be connected with one of our Support Advisors, who can look into your account situation in more detail from their end to further assist.