Shopify Customer Accounts FAQs: Classic vs New
Shopify customer accounts have gone through meaningful changes, but many merchants are still unsure what those changes mean for their store. Some are running on classic (legacy) customer accounts, others are exploring new customer accounts, and many are asking the same questions: Do I need to switch? Is the old system still fine? What actually changes for customers and operations?
This guide answers those questions clearly. Instead of focusing on features alone, we break down how classic and new customer accounts work, why Shopify introduced a new system, and when each option makes sense for merchants. The goal is to help you make a practical decision based on store needs, customer behavior, and operational impact.
What Are Customer Accounts in Shopify?
Customer accounts in Shopify allow shoppers to log in to a store, view their order history, and manage basic account details. They provide a way for customers to access information after checkout and for merchants to offer a more structured post-purchase experience.
From a merchant perspective, customer accounts play a critical role in shaping post-purchase interactions, influencing support workload, repeat purchase behavior, and long-term customer relationships. To understand how different customer account systems work and how they impact merchant workflows. You can explore this detailed guide on what customer accounts are in Shopify.
What Are Classic (Legacy) Customer Accounts?
Classic, also called legacy, customer accounts are Shopify’s original account system. They use an email and password login and have been used by Shopify stores for many years.
With classic customer accounts, customers typically:
Create an account during checkout or from a login page
Log in using their email and password
View order history and basic account information
This traditional login model is familiar to both customers and merchants, which is why many Shopify stores continue using classic (legacy) customer accounts. From an operational perspective, many post-purchase actions like address fixes, order updates, and cancellations still occur within these legacy account flows. Account Editor now supports classic customer accounts, allowing merchants to offer modern post-purchase editing and self-service capabilities to their customers without changing how customers log in.For a deeper explanation of how legacy accounts work and when they make sense, you can refer to our detailed guide on classic (legacy) customer accounts in Shopify
What Are New Customer Accounts in Shopify?
New customer accounts are Shopify’s newer account experience. Shopify introduced them to modernize how customers access their accounts and interact with stores.
Instead of relying on a traditional password-based flow, new customer accounts are designed to support simpler and more flexible login experiences. They also align more closely with Shopify’s direction toward unified customer identity across checkout and post-purchase experiences.
For merchants, new customer accounts represent an updated approach to how customers access and manage their relationship with a store.
Why Shopify Introduced New Customer Accounts
Shopify introduced new customer accounts to address changing customer expectations and platform goals. Over time, ecommerce customers have expected faster access, fewer passwords, and smoother experiences across devices.
From Shopify’s perspective, new customer accounts help:
Reduce friction in account access
Create a more consistent customer identity experience
Support future improvements to checkout and post-purchase workflows
This change reflects an evolution of the platform, not a failure of classic customer accounts.
Are Classic Customer Accounts Still Supported?
Yes. Based on Shopify’s official documentation, classic (legacy) customer accounts are still supported. Many merchants continue to use them, and there has been no announcement indicating immediate removal.
This ongoing support gives merchants flexibility. Stores can continue using classic accounts if they meet current needs, without being forced to migrate before they are ready.
Is Shopify Removing Classic Customer Accounts?
There is no public indication from Shopify that classic customer accounts are being removed right now. Shopify documentation continues to reference both account types.
For merchants, this means the decision to switch is not urgent by default. Any migration should be based on store goals, customer behavior, and operational readiness rather than fear of deprecation.
How Customers Log In: Classic vs New
The most visible difference between classic and new customer accounts is the login experience.
Classic accounts shoppers log in using an email address and password they created earlier. This flow is familiar, but it introduces friction. Customers forget passwords, abandon login attempts, or avoid logging in altogether. As a result, many rely on order confirmation emails or contact support instead of accessing their account.
New customer accounts are designed to remove this friction. They use a passwordless, one-time code sent to the customer’s email, making access faster and easier, especially on mobile. Customers do not need to remember credentials, which lowers failed login attempts and reduces confusion after checkout.
From a customer’s point of view, the difference shows up in how quickly and easily they can access their account after checkout. From a merchant’s point of view, the difference affects how customers interact with post-purchase information and support.
What Customers Can Do Inside Classic Accounts
Inside a classic customer account, customers have access to a simple and familiar set of features that support basic post-purchase needs.
Order history
Customers can view a list of their past orders, which helps them reference previous purchases or confirm what they bought.Order status and past purchases
They can check whether an order is processing, shipped, or delivered, often without needing to search through confirmation emails.Saved addresses and basic profile details
Customers can manage saved shipping addresses and update limited profile information for future checkouts.
This setup works well for stores that want a straightforward, low-maintenance account experience. It covers essential post-purchase access but offers less flexibility and fewer self-serve options compared to newer customer account models.
What Customers Can Do Inside New Customer Accounts
New customer accounts are designed to offer a more streamlined and modern experience. Customers can still access core information, such as orders and account details, but the experience is structured to feel lighter and easier to use.
For merchants, this can translate into:
Fewer login-related issues
A clearer post-purchase access point for customers
Better alignment with Shopify’s newer checkout and identity systems
The exact capabilities may vary depending on store setup, but the intent is to simplify customer access and reduce friction.
How Classic Accounts Affect Post-Purchase Experience
Classic customer accounts play a direct role in the post-purchase experience by giving customers a place to check order details after checkout. When customers can log in and view order history, they are less likely to contact support for basic questions.
However, because classic accounts are more limited, they may not support more advanced post-purchase workflows. For some merchants, this is sufficient. For others, especially as order volume grows, it can create gaps where customers still rely on support for simple actions.
Understanding how classic accounts affect post-purchase behavior helps merchants decide whether their current setup still fits their operational needs.
Which Customer Account Type Is Better for Merchants?
There is no universally “better” option. The right customer account type depends on store maturity, customer behavior, and operational goals.
Classic accounts prioritize:
Familiarity and stability
Simple login flows customers already understand
Lower change management risk
New customer accounts prioritize:
Reduced friction in account access
Alignment with Shopify’s evolving platform direction
The decision is less about features and more about fit. Merchants should evaluate which model best supports their current post-purchase needs rather than switching by default.
When Classic Accounts Still Make Sense
Classic customer accounts continue to work well for many Shopify merchants, especially when simplicity is a priority.
They often make sense when:
Customers rarely log in or rely heavily on email confirmations
Support volume related to accounts is already low
The store prioritizes stability over experimentation
Teams want to avoid changes during high-volume periods
In these cases, classic accounts provide enough functionality without introducing additional complexity or operational risk.
Why does legacy account support matter for post-purchase workflows?
Many post-purchase actions like address fixes, order updates, and cancellations still happen inside legacy (classic) customer account environments. Supporting these accounts allows merchants to modernize post-purchase workflows without forcing customers to change how they log in.
Legacy account support matters because it enables:
Address corrections before fulfillment, reducing failed deliveries and RTOs
Order updates and item swaps without creating support tickets
Self-service cancellations within defined rules, lowering “cancel my order” requests
Consistent customer experience for stores using long-standing account setups
Operational continuity, avoiding risky migrations to new account systems
With Account Editor now open for legacy customer accounts, merchants can layer modern post-purchase editing and self-service capabilities on top of their existing login flow. This means stores keep the familiarity of classic accounts while gaining more efficient, customer-friendly post-purchase operations.
When New Customer Accounts Are Worth Switching To
New customer accounts are worth considering when merchants are already rethinking how customers interact with the store after checkout.
Switching may make sense if:
Customers frequently contact support to access order details
Login friction causes confusion or failed account access
The store is investing in better post-purchase experiences
Teams are prepared to test, monitor, and iterate gradually
The value comes when new accounts support a broader CX or operational improvement, not when adopted in isolation.
Common Merchant Concerns Before Migrating
Merchants often hesitate to switch customer account systems because of uncertainty, not because the current setup is broken.
Common concerns include:
Whether customers will be confused by a new login flow
The risk of increased support tickets during the transition
Impact on repeat customers who are used to the old experience
Difficulty reversing the change if issues appear
These concerns are valid. Addressing them early with clear communication, gradual rollout, and internal readiness reduces migration risk significantly.
Does Switching Accounts Impact Support or CX?
Yes, but the impact depends on how and why the switch is made.
When done intentionally:
Customers gain clearer access to order information
Support teams see fewer basic access-related tickets
Post-purchase questions are resolved faster
When done without planning:
Customers may be confused initially
Support may spike temporarily during the adjustment period
The key factor is preparation. Switching account types is a CX and operations decision, not just a settings change.
How Customer Accounts Connect to Self-Service & Order Editing
Customer accounts act as the foundation for post-purchase self-service. When customers can access their accounts easily, they are more likely to:
Review the order details themselves
Identify issues early
Use structured workflows instead of contacting support
For merchants, this creates a bridge between account access and post-purchase actions like order updates or support prevention. Accounts become more than a login, they become the entry point for self-serve post-purchase control.
This connection is especially important for stores looking to reduce support load and design scalable post-purchase systems as order volume increases.
Final Thoughts: Choosing the Right Customer Account Path for Your Store
Classic and new customer accounts are not competing checkboxes. They are two different approaches to how customers access information and how merchants manage post-purchase experience at scale.
For many Shopify merchants, classic customer accounts still provide a stable, familiar setup that meets current needs without introducing change. For others, especially those seeing rising support volume or post-purchase friction, new customer accounts offer a clearer path toward simpler access and stronger self-service.
The most important takeaway is this: the “right” choice depends on your store, not Shopify’s roadmap alone. Merchants who evaluate customer behavior, support patterns, and operational readiness are far more likely to make a decision that improves both customer experience and internal efficiency.
Customer accounts should be treated as a strategic layer of your post-purchase system. When aligned with how your customers actually interact with your store, they stop being a background setting and start becoming a tool that supports smoother operations, lower support load, and more confident repeat buyers.