How can I contact customer service when unable to log in?

Jeannine_McClos
Visitor
3 0 0

I cannot log in.  I have had my store on pause only to return and find that I have been kicked off of all of my apps and am not getting codes sent to my phone?  So I follow the instructions and go to customer support, only to find myself going in a circle and landing on the same pages over and over again.  Really, I expected better from this company.  How in the world do I open a ticket?  All the links send me to community or a help page that does not help. 

Replies 3 (3)

Victoria
Shopify Staff
2093 148 247

Hi, @Jeannine_McClos.

 

Thanks for posting to the Shopify Community.

 

I'm sorry to hear that you haven't had an ideal experience on the platform and have been unable to access our support options. Rest assured, I'll do my best to gather more information and guide you in the right direction to receive assistance.

 

You mentioned you're unable to log in to your store and have been removed from all apps. Could you share what issues you're experiencing logging in, is it due to a forgotten password, email address or other issue? For better visibility, please share a screenshot. Are you able to advise the removal of the apps as well?

 

If it's regarding a forgotten password, you can reset your password here. If the issue is related to forgetting your store name, you can use our recovery tool by entering your email address and you'll receive an email of any store(s) connected to it.

 

Secondly, you also mentioned that you're unable to receive your two-factor authentication codes. Not to worry, as our internal team will be able to take a look and assist you with this. To create a support request, please follow the steps below.

 

How to contact Shopify Support:

  • Head to the Shopify Help Center and log into your store. If you're unable to log in, please select Can't log in to your Shopify account.
  • If you've already logged in, please select a support topic on the following page. If you're unable to log in, select I still can't access my account.
  • On the final page, scroll down to the Get Support section to view our available contact options.
  • I recommend selecting our Chat with us option to be connected to a live chat advisor.

 

If you have any non-account-related questions, I encourage you to share them here and I'll be happy to take a look.

 

Victoria | Shopify 
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LisaMc
Visitor
2 0 0

I need help as well. I live in Dallas county Al and all of a sudden my customers in Lee County AL are being charged sales tax. I cannot remit into another county bi cannot find the chat no matter how hard I look. Shopify used to be so easy and now I am going in circles to solve a problem. 

Victoria
Shopify Staff
2093 148 247

Hi, @LisaMc.

 

Thanks for joining the thread!

 

I understand you're having some issues with customers being charged sales tax, and you're unable to remit into another country. Our team will be happy to take a look and assist further.

 

When accessing the Shopify Help Center, do you see a chat box on the right-hand side? If so, please type your question to the Help Center Assistant and then select 'I still need help.' If you're able to share a screenshot of your view, this can help our team better assist you.

Victoria | Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog