Issue: Multiple merchants are blocked from contacting support by a “Missing account information” prompt, even though their account name, email, phone, and other details are already completed and verified (with 2FA enabled in one case).
Where it occurs:
Shopify app: After filling required fields, the button to proceed remains disabled.
Web/Help Center: The flow redirects to “confirm account details,” then to Account Settings where no fields are missing, creating a loop.
Guidance shared:
Email support is no longer available; all tickets must be created via the Help Center.
Staff requested exact steps and a screenshot to diagnose the block.
For app-specific issues, staff advised: delete the Shopify app, update device software, reinstall, and sign in again.
Evidence/attachments: A screenshot was provided showing the confirm-account-details page and redirect loop.
Status: Unresolved/ongoing. Staff are awaiting more details and results of the app troubleshooting. Key open question: why the Help Center validation flags missing info when account settings appear complete.
Summarized with AI on December 30.
AI used: gpt-5.
Why can’t I contact shopify support? Whenever I login and try to contact them it says
“Missing account information”
Go to the page med Shopify-account settings to continue. Make sure there is a name and email adress connected to your account under the section “Account information”.
And then there is a button to account settings.
The issue is I have already connected a name, phone number, email adress, logo, google accout and language. Everything is verified and working. I also have 2 factor authentication and a head key and of course a password for my account yet it still says that account information is missing. I can’t even contact support because the site is telling me to fix my information which is already fixed. Great system.
You can try contacting Shopify directly via email instead (support@shopify.com)).
They’d be best suited for helping with this issue – I haven’t personally encountered this before, so I’m at a loss for what to suggest (if you’re 100% positive that all of your account information is already set up correctly).
Thank you for connecting with our network. Also a special thank you to, @StephensWorld , for extending their support. I do want to clarify, however, that the support email address has been discontinued and all help tickets must be created through our Help Center.
To circle back to your issue, @CASUF , I’m not sure I understand where you are running into this obstacle. Is this when attempting to create a ticket through the Help Center already? Can you please provide some context as to the exact steps you are taking that produce this issue?
Also be sure to provide us with a screenshot so we can better advise next steps.
When on the Shopify app, when trying to find contact for support, it says: first you need to update your account name and email need to be filled in, then update/save and try again. But even if all filled in we still can’t press the button for being ready. Please look up in to this. Can’t get help through the app if it doesn’t even work to contact the staff about questions if the option even doesn’t work.
When I then click the link “Accountinstellingen weergeven” (View account settings), Im directed to: https://accounts.shopify.com/accounts/999999999999/personal (not the actual link, but you get it), here there are no empty fields left for me to fill in! Not in general, not in Security.
