Can't log in, changed mobile number, no recovery code

demmyvee
Visitor
1 0 0

Hi,

I am unable to log in because I changed my phone number and I no longer have my recovery code, so I cannot get around the two factor authentication.

Had to use a friend account to message you.

My email is noggintoppersapparel@gmail.com 

Can I get assistance with this?

Thank you.

@Elle 

Replies 3 (3)

Shay
Shopify Staff
2643 429 554

Hi Elle

 

Thank you for sharing the details about your situation with your account here for us. in order to remove the 2factor authentication from your login you will need to reach out to our live support. They will escalate this on your behalf, and once a few verification questions are answered our account integrity team can disable the 2FA for you.

 

To contact our live support please follow this link: Shopify Help Center - Contact Support, choose to continue WITHOUT signing in, search for "disable 2fa" and use the contact support button at the bottom of the search results to see all our live support options. 

 

If you have any issues with the steps, try also in a private browsing window. 

Shay | Social Care @ Shopify 
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Sahil5471
Visitor
1 0 0

Hi I need help I can’t get access to my account but I have changed my number my details 

 

cm11
New Member
7 0 0

It has not been 20 days since I started a conversation with shopify support for this same issue and yet to be resolved. They have escalated to the security team which apparently needs a month to get this resolved. I have asked to speak to a supervisor and no response. I keep replying to that same email every day with it's day 15, it's day 16, it's day 17, it's day 18, it's day 19... and NOTHING. This is so crazy to me that it would take this long to get back into a business account.