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Unable to login as store owner

lasal
New Member
2 0 0

I am the store owner. I am trying to login and after entering my password, I am asked to enter a six-digit code as shown below:

Enter the six-digit code generated by your authentication app

I have neither a QR-Code nor a Key.

1. Where and how do I get any of them?

2. Is there a way to reset the two-step authentication?

I am still able to log in as "staff" which does not give me the possibility to access the owner settings

Replies 5 (5)
Sophia
Shopify Staff
Shopify Staff
1205 82 144

Hi, @lasal.

Sophia here from Shopify. Welcome to the Shopify Community!

It sounds like two-step authentication had been enabled for your account through an authenticator app like Google Authenticator or Duo Mobile. In that case, the authenticator app will contain the six-digit code you need to log in, and you'll need to open the app on your device to find it (the code won't necessarily be sent to you through a notification). 

Without access to the authenticator app that was used to enable two-step authentication, you can instead login with one of the recovery codes that was provided when two-step authentication was enabled on the account.

If you don't have access to the recovery codes or if all 10 codes have already been used, I would be more than happy to put you in touch with our Account Integrity team to help you disable two-step authentication on the account. Let me know if you still need help logging in and I'll send you an email to verify your account and put you in touch with the Account Integrity team to proceed.

 

Sophia | Social Care @ Shopify 
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lasal
New Member
2 0 0
Hi Sophia,

thank you for your response.
Currently I’m logged in one of my staff member accounts. I have the ticket
20552808 already.
Please contact me at nicolas@lasalshop.com with the Account Integrity team
to help me disable two-step authentication on the account.

Kind regards

Nicolas Gay
(store owner)
Sophia
Shopify Staff
Shopify Staff
1205 82 144

Thanks for sharing your ticket number with me here, Nicolas.

I can see that ticket 20552808 is with the Account Integrity team now and they have sent you a reply via email. Please respond directly to that ticket to proceed with disabling two-step authentication on the account. Thank you so much!

Sophia | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
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Lilian_prnrml
New Member
1 0 0

Hi,

I've activated 2 steps google authentication but changed my phone without transferring all the data. The short story is I am unable to retrieve the numbers from google authentication and also lost all the backup codes. Is there a way I can reset the 2 step authentication account? 

I am able to use staff login account but do not have access to reset the owner's account. Please help. 

Thanks, Lilian (Owner)

Sophia
Shopify Staff
Shopify Staff
1205 82 144

@Lilian_prnrml wrote:

Hi,

I've activated 2 steps google authentication but changed my phone without transferring all the data. The short story is I am unable to retrieve the numbers from google authentication and also lost all the backup codes. Is there a way I can reset the 2 step authentication account? 

I am able to use staff login account but do not have access to reset the owner's account. Please help. 

Thanks, Lilian (Owner)


Hi, Lilian!

Our Account Integrity team should be able to help you deactivate two-step authentication so that you can login and set it up again with your new phone. Please get in touch with us via live chat, email, or callback in the Shopify Help Center so that we can connect you with Account Integrity. Thank you!

Sophia | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog