I am locked out of my account and in addition cannot connect with Account Support to open a ticket. Each time, I get a different error message. None of this makes sense. I have tried ALL of the troubleshooting steps and just need access to Account Support so we can figure out what is going on.
Topic summary
Locked out of a Shopify account and unable to access Account Support; attempts to open a ticket return varying error messages. The merchant states they have tried all standard troubleshooting steps and need direct access to Support to diagnose the issue.
Troubleshooting already attempted:
- Multiple browsers, cache/cookies cleared, and incognito/private windows.
- Re-attempting via the official support login links (help.shopify.com/en and /support/login). Errors persist and differ each time.
Community and staff responses:
- A community member provided the general Shopify Support links.
- A Shopify staff member requested screenshots of the errors and suggested trying the Support link through an incognito/private window again.
- The merchant retried, confirmed the same failures, and uploaded two screenshots showing the error messages.
Notes:
- The attached screenshots of the error states are central for diagnosing access and support portal issues.
Status and next steps:
- No resolution yet. The case appears to be awaiting further review by Shopify after receiving the screenshots, with next steps not yet communicated.
Contact Shopify Support here:
1 Like
Hi, [email removed]Mulays!
Thank you for reaching out here! I understand you’re not able to log into your Shopify Account and unable to connect with our Support team. Are you able to try this out once more and send through a screenshot of the error message please?
Also if you haven’t already, try accessing our Support link through an incognito/private window and let me know how that goes also!
