Why can't I access my store's admin on Shopify?

Shopify Discussion
1

Dear shopify,

I am unable to access the admin. to my store for the past couple of days now! I’ve send an e-mail to your support team. But I take you are extremely busy. How can I contact support about this issue? I’ve send an e-mail to the Shopify help desk but no response yet.

2

Hello @wolf2021 !

This is Lana from Shopify.

You have taken the right steps in contacting us already - while there can be a wait time, our team will be able to look into this issue for you.

While you wait, if you haven’t already done this, there are some troubleshooting steps that you can take to see if it resolves the issue. You can try the following:

  • Clear your Google Chrome browser cache and cookies following these steps here. This can be helpful to do every now and again as it often resolves similar issues which can be cache related.
  • Try access your account on an alternative device, for example if you’re using mobile, try to access it on desktop.
  • Reset your internet.

If none of the above works, make sure to mention it to our support that you have already tried these steps so that you can save time and look into other ways to resolve this.

I noticed that this is your first post in the Community - are you new to Shopify? If so, how are you finding it so far? Setting up can be a lot of work especially if you’re not sure where to start, so I can recommend this Shopify Blog article on How to Start an Online Store - it is a step-by-step guide on getting started with Shopify which includes many helpful tips and even videos for some visual aids.

Let me know if you have any other questions!

Thanks. -Lana

3

Thanks for your reply,

I followed your steps but the problem is still exist

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4

I see, thank you for trying the steps I suggested.

If you are still waiting to hear back on that email, you could try to contact our support through this link here and see if an alternative support option is available for this. The reason that I am redirecting you to that link is because we are currently unable to look into your account information through the Shopify Community.

I appreciate your patience so far! -Lana

5

the problem is still exist

Could you help me please?