Can't log in, no recovery code

Solved
ChuckG
New Member
2 0 1

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.

My email is happyhungryhippi@gmail.com

Can I get assistance with this?

Thank you.

Accepted Solutions (2)

Accepted Solutions
Elle
Shopify Staff
Shopify Staff
1092 99 192

This is an accepted solution.

Hi, @ChuckG 

Our Accounts team can certainly help disable 2FA on your account!

I will reach out to you directly via email so I can loop them in for you. 

Talk soon! 

Elle | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
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View solution in original post

Elle
Shopify Staff
Shopify Staff
1092 99 192

This is an accepted solution.

@totalkolor 

It looks like we’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit our Help Center and log in to your account to create a support request.

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

 

Elle | 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

View solution in original post

Replies 23 (23)
Elle
Shopify Staff
Shopify Staff
1092 99 192

This is an accepted solution.

Hi, @ChuckG 

Our Accounts team can certainly help disable 2FA on your account!

I will reach out to you directly via email so I can loop them in for you. 

Talk soon! 

Elle | 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

ChuckG
New Member
2 0 1

Thank you so much!

Elle
Shopify Staff
Shopify Staff
1092 99 192

You're very welcome! 

Elle | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
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dperkins
New Member
11 0 0

i having the same problem and now it being two weeks and i still unable to build my site now i being charge after shopify said they would give me additional 14 days i believe it the link that is not working my email address is kitchengadget.llc@gmail.com my store is kitchengadget.us and i haven't got on the site in two weeks please help thank you 

fash
New Member
2 0 0

Hi,

 

Since I changed my phone and no longer have my recovery code, I cannot sign in, so I cannot bypass two-factor authentication. Can you cancel two-factor authentication?

 

My e-mail: umut_gulacti@hotmail.com

 

Can I get help with this?

 

Thank you.

Elle
Shopify Staff
Shopify Staff
1092 99 192

Hi, @dperkins and @fash 

I will reach out to you both via email to help you gain access to your accounts. 

Please keep an eye on your inbox as a response is required for authentication purposes. 

Thanks! 

Elle | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

fwwilucme
New Member
1 0 0

Hello,

I been trying to get into my Shopify account; however when it comes for recovery code.

I tried all my 10 recovery codes and error pops up saying it is expired.

Now I cannot login to my store account. 

My email address is : fwwilucme@Gmal.com

 

Elle
Shopify Staff
Shopify Staff
1092 99 192

Hi, @fwwilucme 

We will need to have our Accounts team temporarily disable 2-factor authentication on your account 

I have reached out to you via email so I can authenticate your account and loop in our Accounts team.

Please respond to the email as soon as you can. 

Thanks! 

Elle | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Seung
New Member
1 0 0

Hi,

I am currently working with a client and he set up a new store. Unfortunately, it states that "this user has not enabled tow-step authentication"

I was hoping I could receive an email for authentication but didn't go through.

Shopify: https://cutpets.myshopify.com

Elle
Shopify Staff
Shopify Staff
1092 99 192

Hi, @Seung 

I'm not sure I fully understand the issue you're experiencing. Are you having difficulty logging in after enabling two step authentication or having trouble setting it up?

You can set up two step authentication by following these steps here. 

Let me know and I can look into this further for you. Thanks!

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

Hi there!

Im having the same issue. Can you please email me at Dewijohnson481@gmail.com. Thank you

Aidarkhan
New Member
1 0 0

Hi!

Im having the same issue. 

I have not my recovery code, so I cannot get around the two factor authentication.

My email is aidarkhan.zhumagulov@saritasa.com

Can you help me please?

Elle
Shopify Staff
Shopify Staff
1092 99 192

Hi, @Aidarkhan & @bungalowdrift 

I've just sent you both emails so I can verify you and loop in our Accounts team. 

Please respond to my email with the requested information at your convenience.

Thank you!

 

Elle | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

matteeq
New Member
1 0 0

Hi Elle,

I'm having the same issue.
I lost my phone and recovery code, could you please help me out.
Here is my email atteeq@codeninja.pk.

Thank you

Elle
Shopify Staff
Shopify Staff
1092 99 192

Hi, @matteeq 

For verification purposes, please reach out to our support directly!

To contact our support directly please follow these steps: 

  • Go to our Help Center and select the option to not log in
  • Enter your question in the search bar
  • Scroll to the bottom of the page and select 'Continue' under 'Get Support' 
  • Select your preferred support option (live chat, email, or callback)

Hope this helps! 

Elle | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

totalkolor
New Member
1 0 0

Hi I am having trouble logging in to another one of my accounts. I changed my phone number and I can not find my recovery codes.

 

My email is eww.feelingz@gmail.com

Elle
Shopify Staff
Shopify Staff
1092 99 192

This is an accepted solution.

@totalkolor 

It looks like we’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit our Help Center and log in to your account to create a support request.

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

 

Elle | 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

amethystuesday
Excursionist
11 0 6

THERE IS NO WAY TO CONTACT HELP! YOU JUST SEND US ALL IN CIRCLES. I'M ABOUT TO LEAVE THIS SERVICE FOR GODADDY IF SOMEONE DOESN'T EXPLAIN WHY ANY OF US CAN'T CREATE A TICKET NUMBER OR GET A LIVE CHAT OR EMAIL OR CALL A SHOPIFY CUSTOMER SERVICE REP. YOUR SERVICE HAS LITERALLY REMOVED ALL HELP AND MY PAYMENTS ARE ALL ON HOLD!!

Emily_Hogan
New Member
2 0 0

Hello,

 

I am also having this issue as I have moved countries and cannot access my old number for 2FA to log in.

 

I cannot log into my account at all to contact support and there is no phone numbers available so my only option is to ask for help in here. I am finding it almost impossible to contact support to help get access to my account. Very frustrating.

 

Can you please contact me since there is no other option? Account email is richdelinquent@gmail.com

 

Thank you.