Dear Shopify,
I can not log into my account. The email is brian@bbtapparel.com. When I click login it says it sends me a recovery code to my email since it’s been longer than 3 months but I never receive it. I’ve checked the spam and nothing. I have been trying for over a week and no help from customer service.
Hi, @brianbturner . I’m happy to share some information to help with this!
When you haven’t logged in to your account for three months or more, a 10-digit verification code is sent to your account owner email address. It’s possible that the email address you’re checking is the incorrect one. To double check, you can use this page. If you enter your email address on that page, you will receive an email listing all stores it’s associated with. If you try this and receive an email listing the store you’re trying to log into, this is the email address the 10 digit code will be sent to.
Once you confirm that you’re checking the correct email address, please double check your spam/junk folders as the email can sometimes end up there. If you still can’t find it, you’ll want to speak with our live support team here so they can troubleshoot with you further. If you’re not receiving emails from Shopify, there are some things we can check on our end. In some cases we may also be able to help change your account owner email address. That being said, issues like this can also be caused by restrictions on your email provider’s end so I recommend speaking with them as well.
We aren’t able to see your account information over the Shopify Community or social media, so we won’t be able to look into this more here, but if you reach out to us through the link I shared we can review this with you in more detail. You can follow these steps to request support:
Please let me know if you have any questions!
The correct email address is brian@bbtapparel.com. This is the email that is showing when it informs me that the recovery code is sent. I checked the spam and no email has been sent.
When I click on the live customer service link. When I click on it, it asks me to login and I am unable to login.
The webiste is https://bbtapparel.com/. I am still being billed. Please help me get into the account. Thx
When I click the link to get to a live agent, it asks me to log in. BUT THE PROBLEM IS I CAN’T LOG IN.
I even reset the password, and it’s still not sending an email to brian@bbtapparel.com.
The email works:
Hi, @brianbturner .
You can click “I don’t have an account” to continue without logging in. If you explain this all to the Support Advisor assisting you they will be able to look into this with you further. We don’t have access to your account information over the Shopify Community, but if you speak with a Support Advisor by following the steps I shared, they would be able to troubleshoot more.
Let me know if you’re still having any trouble contacting our live support team.
