Can Not Change Phone Numbers in Security Settings with Two-Factor Authentification On

bobosgambo
Visitor
1 0 0

So, I recently changed phone numbers, and I have been attempting to remove my old number and add my new one in Security Settings for my Shopify Account. I do have two-factor authentification on for my account with my prior number.

When I go to do so, Shopify asks me to reauthenticate my Google Account. I proceed to log in to the Google Account. Then it asks me to "Check my Phone" for a verification code. I do not have access to that number anymore, so I proceed to log in with a recovery code. Upon logging in, I go to Security Settings again. Then I attempt again to remove the old number and add my new one.

Sadly, Shopify asks me reauthenticate again and again, no matter how many times I authenticate my account.
Is there a fix to this? Please help.

Reply 1 (1)

Blair
Shopify Staff
1686 240 211

Hi @bobosgambo,

 

Thank you for reaching out to the Community! I'm happy to provide some assistance with this request, to ensure it gets resolved. 

 

As it seems that you're stuck in a loop, I'd encourage you to connect with us directly. This will allow our support team to take a closer look as we wouldn't have access to any account details through the Community. They will be able to ensure that the two-factor authentication feature is updated with your new number, so you don't experience any additional log in issues.

 

To connect with us, you can:

 

  • Head over to our Help Center.

  • In the virtual assistance chat box, please type I can't log in.

  • This will populate a few resources, where you can wait a few moments until you see the I still need help option.

  • Click Account Support.

  • Scroll down until you see the option to chat with an advisor. 

 

Please let me know if you have any troubles with those steps outlined above, as I'd be happy to provide further assistance. I look forward to your response.

Blair | Shopify 
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