{"id":3985,"date":"2021-01-30T12:23:01","date_gmt":"2021-01-30T12:23:01","guid":{"rendered":"https:\/\/shopthemedetector.com\/blog\/?p=3985"},"modified":"2026-11-08T08:15:05","modified_gmt":"2026-11-08T08:15:05","slug":"how-to-reset-your-customers-passwords-on-shopify","status":"publish","type":"post","link":"https:\/\/shopthemedetector.com\/blog\/how-to-reset-your-customers-passwords-on-shopify\/","title":{"rendered":"How to Reset a Shopify Password: Your Login or a Customer\u2019s"},"content":{"rendered":"

Resetting a Shopify password splits into two completely different jobs, and the one you need decides where you go. To reset your own store login, you go to accounts.shopify.com and click \u201cForgot password\u201d. To reset a customer\u2019s password, you never type a new password for them at all; you open that customer in your admin and send them a reset email, and they set the password themselves.<\/p>\n

This guide covers both flows in the current Shopify admin. It walks through your own merchant login (locked out, changing it while signed in, and losing your two-step verification device), the step-by-step customer reset, the newer customer accounts that use one-time email codes instead of passwords, and the most common failure of all, a reset email that never shows up.<\/p>\n

\"how<\/p>\n

Key Takeaways<\/div>
1<\/div>
\u201cReset my Shopify password\u201d and \u201creset a customer\u2019s password\u201d are two separate tasks with two separate flows.<\/div><\/div>
2<\/div>
Reset your own login at accounts.shopify.com with \u201cForgot password\u201d; change it while signed in under Manage account > Security.<\/div><\/div>
3<\/div>
You can never see or set a customer\u2019s password. You only trigger a reset email, and the customer picks the new password.<\/div><\/div>
4<\/div>
Find the customer in Shopify admin > Customers, then use More actions > Send password reset email.<\/div><\/div>
5<\/div>
Stores on the new customer accounts send a six-digit one-time login code by email instead of a password reset link.<\/div><\/div>
6<\/div>
If a reset email never arrives, check spam first, confirm the email on file, and resend from the admin.<\/div><\/div><\/div>\n

Which Password Are You Resetting?<\/h2>\n

Most people searching for \u201creset Shopify password\u201d, \u201cforgot Shopify password\u201d or \u201cchange Shopify password\u201d want their own store login. A smaller group, usually running a support desk, needs to help a shopper back into a customer account. These are two different flows, so start by picking the right one.<\/p>\n

Reset your own Shopify login (store owner or staff):<\/strong><\/p>\n

    \n
  1. Go to accounts.shopify.com<\/code> and click Forgot password<\/strong>.<\/li>\n
  2. Enter the email tied to your Shopify account and submit.<\/li>\n
  3. Open the reset link Shopify emails you, then choose a new password.<\/li>\n<\/ol>\n

    Reset a customer\u2019s password (you are the merchant):<\/strong><\/p>\n

      \n
    1. In Shopify admin, open Customers<\/strong> and click the customer\u2019s name.<\/li>\n
    2. Click More actions<\/strong>, then Send password reset email<\/strong>.<\/li>\n
    3. Confirm the email address, and the customer sets their own new password from the link.<\/li>\n<\/ol>\n

      The rest of this guide expands both flows, starting with your own login.<\/p>\n

      Reset Your Own Shopify Login Password<\/h2>\n

      Resetting your merchant login is separate from anything you do inside the Customers section. Your exact situation decides which path you take, so match it to the one below.<\/p>\n

      If You Are Locked Out and Cannot Log In<\/h3>\n

      Go to accounts.shopify.com<\/code> and click Forgot password<\/strong> on the login page. Enter the email address tied to your Shopify account, and Shopify sends a password reset link to that email. Click the link, choose a new password, and log back in. Staff accounts follow the same flow using the email on their staff profile.<\/p>\n

      If You Are Already Logged In and Want to Change Your Password<\/h3>\n

      Click your account icon<\/strong> in the top-right corner of the Shopify admin, select Manage account<\/strong>, then open the Security<\/strong> tab. Choose Change password<\/strong>, enter your current password, and set the new one. This sends no email, and the change takes effect immediately.<\/p>\n

      If You Have Lost Your Two-Step Verification Device<\/h3>\n

      If you cannot log in because you lost your two-step verification device or authenticator app, you will not be able to reset the password on your own. Contact Shopify Support<\/strong> at help.shopify.com. They verify your identity through your billing information and account history before restoring access, so keep your store\u2019s billing email reachable, since that is the main identity signal Shopify relies on.<\/p>\n

      Staff Accounts<\/h3>\n

      Staff members reset their own passwords with the same \u201cForgot password\u201d flow at accounts.shopify.com<\/code>. A store owner cannot reset a staff member\u2019s password for them; the staff member must trigger it from their own email. If a staff member is locked out and cannot reach their email, update the email on their profile first under Settings > Users and permissions > click the staff name > edit email, then have them run the reset.<\/p>\n

      Reset a Customer\u2019s Password, Step by Step<\/h2>\n

      Shopify never lets a merchant type or view a customer\u2019s password. You trigger a reset email and the customer sets the password themselves. Here is the full path in the current admin.<\/p>\n

      Step 1: Open the Customers Section<\/h3>\n

      Log in to your Shopify admin at admin.shopify.com<\/code> and click Customers<\/strong> in the left sidebar. This lists everyone who has ordered or been added manually, with columns for name, email, orders, and amount spent. On a long list, search by email rather than name, and watch for near-identical addresses (such as jane.smith@gmail.com<\/code> versus janesmith@gmail.com<\/code>) so you do not reset the wrong person.<\/p>\n

      Step 2: Open the Customer\u2019s Profile<\/h3>\n

      Click the customer\u2019s name to open their profile, where you will see order history, contact details, the default address, tags, and an Account<\/strong> section showing whether the account is invited, active, or disabled. If the customer reached you by phone or chat, verify their identity first: ask for the email on file plus one detail from a recent order. Anyone with access to that email inbox gets full control of the account, so this check matters.<\/p>\n

      Step 3: Send the Password Reset Email<\/h3>\n

      Click More actions<\/strong> near the top of the profile, then choose Send password reset email<\/strong>. A modal shows the email address that will receive the link; confirm it. Shopify sends an email titled \u201cReset your password\u201d with a link that opens a reset page on your store\u2019s domain or on Shopify\u2019s accounts domain, depending on your customer account settings. The link expires after a few hours, so ask the customer to act on it quickly.<\/p>\n

      If Send password reset email<\/strong> is missing or greyed out, the customer has almost certainly not activated their account yet. The right move is to send an account invite<\/a> instead, which lets them set a password for the first time.<\/p>\n

      Classic Customer Accounts vs New Customer Accounts<\/h2>\n

      Shopify has been moving stores from classic customer accounts<\/strong> to new customer accounts<\/strong> through 2024 and 2025, and the reset looks different on each.<\/p>\n