Why can't I log into my ecommerce app on my iPhone?

Shopify Discussion
1

Hi! I have the same problem. Please help. I can’t log in to my Shopify app using my iPhone. I keep getting an error message to contact support. Please help.

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2

Hey, @geryllg !

Ash here from the Shopify team. Welcome to the Shopify Community!

I see that you’re having some trouble logging into your Shopify account via the mobile app, and I’m happy to help out. I have a few troubleshooting steps for you to follow which should help clear up this issue. Please give the following a try, and let me know the outcome:

  • Ensure that your mobile device is fully updated
  • Ensure the app is updated to the most recent available version
  • Uninstall the app from your mobile device and re-install it

If the error continues to persist after trying the above, then our team will need to access the back end of your account to take a closer look into what’s going on. In order to that we’ll need to authenticate you on the Shopify account in question, which can only be done via phone, chat or email. For that reason, if the steps above don’t solve the issue for you, please visit our Help Center and start a live interaction, or send an email to create a support ticket. Our team of Support Advisors will be able to further assist from there.

3

Hi @Ash , thank you for helping me on this. I’ve tried that but I’m still getting the same error. I’m running on ios 14.4.1. Please let me know what to do next. Thank you!

4

Hey, @geryllg !

Thank you for getting back to me with this update. If the issue is still persisting for you after making sure everything is updated and after deleting and re-installing the app, our team will need to take a closer look into your account to identify what the problem is.

Please head over to our Help Center using this link, and either submit an email or reach out via phone or chat. Let our team know that you’ve updated the app and your device, and that the error message is still appearing. Please also include the screenshot you sent me showing the error message for reference.

I hope to see this sorted out and resolved for you shortly.

5

Hi @Ash ! I clicked on the link you’ve provided but I can’t find any option to email or chat. Thanks!

6

Hey, @geryllg !

My apologies. The link I sent above directs to the Help Center where you can search for a topic and then see the available contact options. Here’s a link that will take you directly to the contact options: Contact Support.