Quick answer
First identify which customer-account experience the store uses. Current customer accounts use a one-time email code by default; a legacy password-reset procedure may not apply.
Applies to
For the owner or authorized staff of the selected Shopify store, with the permissions needed for this task. Shopify hosts the store separately from a cPanel hosting account. Features and workflows depend on the current Shopify plan, theme and apps.
Before you begin
Confirm the store's account URL and account configuration. Ask the customer to use their own email inbox, and never request their sign-in code, password, or Shop credentials.
What to do
- Open the storefront's customer-account link and identify whether it requests an email code, a supported sign-in provider, or a legacy password.
- For current customer accounts, ask the customer to use the email associated with their order or existing profile and the latest code sent to that inbox.
- If the expected order is missing after sign-in, check whether the purchase used another email address before creating or merging profiles.
- If the store still uses legacy accounts, follow its supported recovery path and plan any migration separately. Legacy accounts are deprecated; changing the account system should be reviewed before rollout.
Check the result
Have the customer verify that they can see their own intended order and profile. Test store-wide configuration with an account you control rather than entering a customer's session.
If the problem continues
For a code that never arrives or an account-domain error, capture the time, browser, and exact message. Contact Shopify Support for an authentication problem. Do not bypass sign-in or send private order links to an unverified recipient.
Related help
- Review who has access to your website and connected services
- Read Shopify order statuses before shipping, refunding, or closing an order
- Give a Shopify developer the right collaborator access
Official Shopify references
Reviewed October 31, 2026. This is an original merchant support guide based on the official references above. Shopify interfaces, rollout availability, permissions, and plan features can change.
