While login issues are rare, we want to empower brands to help customers access their accounts in any situation. Before deactivating Status for a customer, please try each troubleshooting recommendation.

1. Typos are the main reason customers don't get their verification email. Ask customers to try again and double-check their email address.

2. Ask customers to check both their spam folder and inbox for the verification code. Here is an example email for reference.

   👉 If the email is in the spam folder, ask the customer to move it into their inbox.

3. If issues persist, ask the customer to add [email protected] as a contact in their email and try logging in again. This resolves issues with certain email clients blocking the verification email.

4. If the above steps don't work, the customer can access the legacy Shopify account experience to deactivate Status.

   • Have the customer go to InsertYourURL/account/login?status=off to log in as usual.
   • Customers who previously logged in using Status or cannot remember their password can select "Forgot your password" to create a new one.
   • If the customer wants to give Status another try, they can reactivate it by going to InsertYourURL/account/login?status=on.