Why You Might Not Be Able to Log Into Shopify

Not being able to log into Shopify is a common issue. You might worry that "maybe I got some major setting wrong," but in most cases, it can be resolved just by calmly checking a few things.

This article covers login trouble with the Shopify admin (admin/staff accounts), used by store operators and staff.

We've organized this from things you can check right away, through to cases where you should reach out to support. Checking through the relevant items in order makes it easier to narrow down the cause.

Common Causes for Not Being Able to Log Into the Shopify Admin

If you can't log into Shopify, the first important thing is to narrow down whether "the cause is in your own environment or actions" or "it's an issue on Shopify's side." Here are the common causes, in order.

A Mistyped Email Address or Password

The most common cause of Shopify login issues is a mistake in the information you entered. In particular, if you manage multiple stores, it's easy to get confused about which store a given email address is tied to — take care here.

• Mixing up uppercase and lowercase letters
• Outdated autofill information
• Confusing it with a different account you created previously
• Entering it in full-width characters

Effects from Browser Cache, Cookies, or Extensions

Cached data or cookies stored in your browser, or extensions like ad blockers, can sometimes cause the login screen to malfunction.

• The page freezes without refreshing
• Nothing happens when you press the login button
• You keep getting redirected in a loop

An Outage or Maintenance on Shopify's Side

On rare occasions, you may be unable to log in due to a platform-wide outage or maintenance on Shopify. Since this isn't something you can resolve on your end, you'll need to check Shopify's official status.

• Unable to access the admin
• The authentication server is responding slowly
• A login-related outage is occurring worldwide

Basic Steps to Take When You Can't Log In

Here's the basic approach for when you can't log in. Check the following in order.

Steps for Correctly Resetting Your Password

(1) From the Shopify login page, select "Forgot your password?"

Shopify: login page

(2) Enter your registered email address

Shopify: password reset

(3) Set a new password from the link you receive

You'll receive a password reset email from Shopify. Check your spam folder too, and also confirm the linked domain is correct.

Shopify: password reset notification email

(4) If you've recently requested multiple resets, use only the link from the most recent email

Since emails can sometimes get filtered into a spam folder, it's important to check every mail folder.

How to Clear Your Browser Cache and Cookies

Try logging in once using incognito mode or a different browser, and check the behavior. If you can only log in with a specific browser, cache or cookies may be the cause.

Example: For Chrome

(1) Open "Settings"

(2) Go to "Privacy and security"

(3) Delete your cache and cookies under "Clear browsing data"

(4) Restart your browser after deleting, and try logging in again

How to Check Outage Status on Shopify's Status Page

If you suspect "other users might be unable to log in too," check Shopify's official status page. You can check Shopify's outage status on Shopify's status page, "Shopify status." The status page publishes outage status by feature — login, admin, checkout, and more.

Shopify: the Shopify status page

It's also possible that Shopify itself is experiencing a server outage due to an issue with a cloud service Shopify relies on. If you see a 500 error, checking social media for outage reports is also an effective step.

Check Whether Your Account Might Be Restricted

If nothing seems wrong with your password or environment, the account itself may have a restriction applied to it.

Cases of Account Restriction Due to a Terms of Service Violation

A restriction may be applied to your account in situations like the following:

• Selling a prohibited product category
• A high chargeback rate
• Suspected unauthorized access
• Unpaid usage fees

In most cases, Shopify sends a warning email in advance before applying a restriction, so check your inbox.

Points to Check When You Can't Log In Due to Shopify Two-Factor Authentication

If you have two-factor authentication set up, you may be unable to log in due to trouble around authentication.

What to Check If Your Authenticator App's Code Doesn't Match

A mismatched authenticator app code can stem from the following causes:

• Your smartphone's time is set manually
• Old account information remains in your authenticator app
• You're using the authenticator app across multiple devices and getting them mixed up

An authenticator app's code is generated at regular intervals based on the device's current time. Because of this, if your smartphone's clock is off by even a few seconds, it may not match the code Shopify expects, causing authentication to fail.

How to Recover After Switching Phones, Losing Your Phone, or Deleting Your Authenticator App

If you've lost your two-factor authentication device, or haven't migrated your authenticator app, try logging in using the following methods:

(1) Use a recovery code

(2) Ask Shopify support to reset your authentication (see the contact info under "when you truly can't log in" below)

(3) After logging in, set up two-factor authentication again on your new phone

Checking and Using Your Backup Codes

The recovery codes provided when you set up two-factor authentication are your last resort for recovery if you get locked out. Keep them somewhere you can retrieve quickly — printed out, or in a password manager. Recovery codes can also be found on the Shopify account management page > Security > Recovery codes.

Shopify: the Shopify account management page

For more details on recovery codes, also check the official documentation, "Two-step authentication recovery codes."

Checkpoints If You Suspect Unauthorized Access

If there's a change or notification you don't recognize, unauthorized access is a possibility.

Check for a Suspicious Login Notification to Your Registered Address

Shopify may send a notification email when a login is detected from an unusual device. Check whether your login address has received an email alerting you to a suspicious login.

A suspicious login email notification

Checking Your Login Status

You can check devices that are logged in (date/time and region) from "Security" in the Shopify admin. If there's an unfamiliar region or time, be on guard.

Shopify admin: devices

Check Whether Any Suspicious Order or Setting Change Has Occurred

After logging into the Shopify admin, check the order management screen and activity log for any sign of unauthorized access.

Here are typical signs of unauthorized access. If any of these are found, you need to respond immediately.

• A change to a product's price
• An unrecognized order
• A suspicious admin account added

You can also check which account logged in from Shopify admin > Settings > Resources > Store activity log.

Shopify admin: resource list

Shopify admin: store activity log

What to Do If You Strongly Suspect Unauthorized Access

If you strongly suspect unauthorized access, take the following actions immediately:

(1) Change the password for the email account registered to your Shopify account

(2) Also change your Shopify account password. If you can't log in, run a password reset

(3) If you haven't enabled two-factor authentication (2FA), set it up right away. Even if it's already set up, reconfigure it depending on the situation

(4) Check the Shopify admin for suspicious login history or activity, and look for any unrecognized actions

(5) Check your payment information — Shopify Payments, PayPal, and so on — and update it if needed

(6) Review staff account permissions and remove any unnecessary access

If you strongly suspect unauthorized access, we also recommend contacting Shopify support.

Where to Turn If You Still Can't Log In, No Matter What

If you've tried every solution covered so far and still can't log in, you'll need to contact Shopify support directly. In cases where the issue lies with the account status or authentication information, it can't be resolved through store-side actions alone — a check by official support is essential.

You can still contact support even while unable to log in, so rather than continuing to struggle on your own, we recommend reaching out to support early.

Steps for Contacting Shopify Support (Chat/Email)

You can contact Shopify support via chat or email from the Help Center. Even if you can't log in, you can select "Contact support," so you can still get help even without access to your account.

Here's the process for reaching out:

(1) Go to the "Shopify Help Center"

Shopify: Shopify Help Center

(2) You can select "Contact support" even if you can't log in

Click "I can't access my account."

Shopify: Shopify Help Center

(3) Explain your situation via chat or email

If you can't log into your account, you can reach out by email. Include your store URL and registered email address, and describe that you're unable to log in.

Shopify: Shopify Help Center

Summary: Responding to Shopify Login Trouble

Even when you can't log into the Shopify admin, in most cases it can be resolved with basic steps — checking your entered information, reviewing your browser environment, or resetting your password.

Narrow down the cause step by step, and if it still isn't resolved, it's important to reach out to Shopify support early. Managing your login information and security settings appropriately as a matter of habit makes it easier to prevent sudden login trouble.