Why can't I access the admin page on my website?

Shopify Discussion
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Topic summary

  • Core issue: Users report being blocked from the Shopify admin (store’s backend), seeing “You do not have permission to access this website,” while Community/Help Center logins still work.

  • Support guidance: A Shopify Support representative notes account-specific help can’t be provided via the forum and directs users to live chat, email, or callback via the official support link. That response was marked as the solution.

  • Follow-up: The original poster accessed the link but still needs account-level review. Support reiterated contacting live support.

  • Connectivity clue: Admin access works over mobile data but not Wi‑Fi. Support suggests the ISP (internet service provider) may be the cause and advises contacting the ISP.

  • New escalation: Another user can’t access a store created during a free trial, only a personal account with no admin link; suspects the account was hacked. Charges are occurring. All support channels show “unable to load this page,” and they request direct human assistance (not links).

  • Status/outcomes: No confirmed fix in-thread. Action items: open a ticket via live support for account investigation; contact ISP if access differs by network. Unresolved: suspected account compromise and inability to reach support pages.

Summarized with AI on January 13. AI used: gpt-5.
1

Hello, I’ve got a problem.

I’m trying to enter admin page, but “You do not have permission to access this website” pops up. However, i can log in coomunity and help center with my account. How to solve it ???

2

Hey there, @Daniel2204

Bo here from Shopify Support!

It looks like we’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

Since this is the next step I’ve marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

All the Best,

Bo

3

I’ve logged in using the link. U need my account access right now to solve an issue?

4

Hey again! If you are unable to log in to your admin I would suggest reaching out to our live support team via the link in my previous comment. We would need to take a look at your account to see why it is that your access has been denied.

All the Best,

Bo

5

I’ve also noticed that when i’m entering website on mobile internet it works well, however when using WiFi it’s not

6

In that case, it is likely that your internet provider is at fault. I would recommend reaching out to them directly regarding this.

All the Best,

Bo

7

Hello Bo, I have a similar big problem, I cannot access the account with the store I set up during the free trial and I am left with the log in access to a personal account with no store and no link to admin. I’m starting to believe my initial account was hacked. All support channels I’ve been trying give me the same pop up page saying “unable to load this page” etc. I desperately need to speak to a HUMAN from Shopfy to assess my situation. Payments are coming out.

Please DON’T GIVE ME OTHER LINKS TO SUPPORT BECAUSE THEY DO NOT WORK.