Why can't I access my account or contact support?

mulays
New Member
6 0 0

I cannot access my account and in addition Shopify won't let me open a support ticket or contact Account Support. Please help! I have attempted ALL of the troubleshooting steps recommended and none work. I continue to get various error messa

Replies 4 (4)

Blair
Shopify Staff
1855 253 223

Hi @mulays,

 

Thank you for reaching out to the Community. I'm happy to provide some assistance with this request, to ensure it gets resolved. To gather a bit more information, are you able to share the error message that you're receiving when attempting to log into your shop? 

 

When it comes to account specific inquiries like this one, you can  connect with us directly. This will allow our support team to take a closer look, as we wouldn't have access to any account details through the Community. They will be able to investigate further and advise on how you can proceed. 

 

As you can't log into your shop, you can follow the steps outlined below to connect with us:

 

  • Head over to our Help Center.

  • In the virtual assistance chat box, please type I can't log in.

  • This will populate a few resources, where you can wait a few moments until you see the I still need help option.

  • Click Account Support.

  • Scroll down until you see the option to chat with an advisor. 

 

Please let me know if you have any troubles with those steps outlined above, as I'd be happy to provide further assistance. I look forward to your response.

Blair | Shopify 
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mulays
New Member
6 0 0

I cannot access help. I also get error messages when trying to connect with Account Support.  I get " There's a problem loading this page. There's a technical problem with the Shopify Help Center that prevented this page from loading. Please go back to the Help Center homepage or try reloading this page." Which I try and it doesn't work. None of the troubleshooting tips help.

mulays
New Member
6 0 0

Hi. I never get a "I still need help" and when I try to click Account Support, that's when I get a variety of error messages. Please see attached:Screenshot 2024-01-09 at 8.23.19 AM.pngScreenshot 2024-01-08 at 9.22.28 AM.pngScreenshot 2024-01-07 at 8.17.38 AM.png

Blair
Shopify Staff
1855 253 223

Hi @mulays,

 

Thanks for the prompt response and giving those steps a try. As you're still experiencing that error, could you please share a screenshot of what you see when attempting to connect with us using another device such as your cell phone? 

 

I look forward to your response. 

Blair | 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