Why can't I log into my account?

Technical Q&A
1

Hi, there,

I cannot login to my account, please help!!

IMG_9702.PNG
IMG_9702.PNG1170×2532 180 KB

2

Hello @justinyang !

Sorry to hear that you’re having this issue. When it comes to login errors, the first thing I would suggest is that you try some local troubleshooting steps - that way we can determine if this is easily fixed or what the next steps are for you. Here is what you should try first:

  • From your screenshot I noticed you’re trying this on the mobile app, could you instead try logging in on a mobile browser such as Google Chrome? If this works, I would recommend you reinstall your app and try logging in again.
  • If it’s not working on your mobile browser, try logging in via alternative device such as a desktop. If this works, check your mobile device to see it requires an update for the OS.
  • Reset your internet - network errors can sometimes cause issues like this, so a reset can help resolve it.

Let me know how you get on after you have tried those steps and we will see what else can be done here.

3

Hi, Lana,

Thanks for the reply, i have tried all the steps, but not working. still cannot access my account.

And i cannot find where to chat the 24/7 support either.

still waiting for someone from shopify to contact me.

:disappointed_face:

4

Thank you for trying all of those steps.

Since none of the above has helped, the next step is to reach out to us through this link here, where you will find out direct support options.

Before you do this, you should also check your emails to see if we may have sent you something regarding your account - have a look into your spam/junk folders as well as sometimes or mail can end up there. If you do find an email regarding the account, instead of going to the support link you can just reply to it directly and we will be able to continue the conversation with you from there.