We were unable to authenticate you

New Member
2 0 1

I just added more security options to my account and I was locked up.  Can not access my store.  The following message appear:  

We were unable to authenticate you. 

Looks like something went wrong on our end. Operation engineers are aware of this problem and are working hard to get it solved. In the meantime, you can keep an eye on the status page for updates..

Request ID:


Can someone let me know what to do???

Shopify Staff
Shopify Staff
2025 163 437

This is an accepted solution.

Hi, @rfigueroa100

That is very strange! However; those types of errors typically clear up within a few minutes, or upon refresh. Could you try the following?

1. Clear cache/cookies, restart the browser, and try again?

2. Use Google Chrome Incognito mode

3. Try a different browser

One of those should do the trick; though the error may be connected to your IP address. If you're still experiencing the error after trying the above, please let me know!

Peter | Social Care @ Shopify 
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New Member
2 0 1

Thank you so much Peter. I delete browsing history, caches, cookies and now I am able to connect.

Regards, Rosa.