Good Day
I cannot log in to my account:
Topic summary
A user is unable to log into their Shopify account and has shared a screenshot of the login issue. Despite trying multiple troubleshooting steps—including clearing cache/cookies, using different browsers, incognito mode, the Shopify mobile app, and alternative devices—the problem persists.
Key developments:
- The user attempted all suggested solutions without success
- They’re requesting account/store deactivation for multiple email addresses to stop billing, as they cannot access the account to manage it themselves
- Community support clarified that account-specific actions (deactivation, billing changes) cannot be handled through the forum due to privacy and security policies
Resolution path:
The user needs to contact Shopify Support directly through the Help Center by selecting “Can’t log into your Shopify account” → “I still can’t access my account” to get personalized assistance. The discussion remains unresolved, pending direct support intervention.
Hi, @Theminimalists .
Welcome to the Shopify Community.
Could you confirm you’re logging in with the email connected to the account?
Additionally, you can try going through the troubleshooting methods listed below to see if you’re able to regain access.
Troubleshooting Steps:
- Clear your cache and cookies on your browser. After this, completely reboot the browser.
- Try a different web browser, as well as incognito or private windows to rule out any browser issues.
- When using incognito, if you are still experiencing a display issue, confirm you have disabled browser extensions as these can change how the pages look.
- Try another device, like another computer or mobile phone.
- Try on the Shopify Mobile app; this is usually the best step to try as it also rules out device issues.
Please let us know if these steps helped to resolve the issue.
Hi I tried everything on the community and your suggested solutions and I am logged out all the emails I have still do not allow me access. Please rectify this I cannot be paying when I cant even access the store. Other wise please just deactivate the store and the payments too.
Hello again, @Theminimalists .
Thank you for your follow-up message and for trying the above troubleshooting steps.
I can definitely understand the urgency to have this resolved. The next best course of action to help you regain access to your account is to contact our support team to assist. For better visibility, I’ll share the steps below to create a support request from the Shopify Help Center.
How to contact Shopify Support:
- Navigate to the Shopify Help Center.
- Under Troubleshooting, select Can’t log in to your Shopify account.
- On the Reset your password page, select I still can’t access my account.
- On the following page, scroll down to Get Support to view our available contact options.
If you continue to have issues accessing the help center, please include your questions here.
Hi Victoria
None of the solutions worked.
Please deactivate any accounts / stores linked to these accounts:
And stop any billing to the shopify link:
Hi again, @Theminimalists .
I would like to clarify that through our community forum, we are unable to investigate account-specific questions due to privacy and security reasons. Therefore we are unable to deactivate your account or discontinue billing through the community forum. This would need to be done through the Help Center.
Could you try opening an incognito window and following the steps of being unable to log into your account? The steps are listed in my previous post.