Solved

Canceling two-factor authentication

AndriiEsso1
Shopify Partner
2 0 2

Hello,

 

I can't log in because a 6-digit code is not coming to my phone number and I don't have a recovery code anymore, so I can't bypass two-factor authentication.


I have contacted Glenn, Paul, Farah, Lina H. But unfortunately, two-factor authentication has not been canceled yet. The last application number is 37560586.

 

My email is: andr03409@gmail.com

 

Can I get help with this as soon as possible?

 

Thank you very much.

Accepted Solution (1)

Emily
Shopify Staff
1283 101 186

This is an accepted solution.

Hi, @AndriiEsso1.

 

Thank you for reaching out. I am sorry you are having issues accessing your account.

 

It would be best for you to contact our Support Team. You can select I don't have an account to access support. They should be able to help turn off your 2Factor authentication. 

 

Please let me know if you have any further questions! I would love to learn more about your business. What type of products do you sell? 
 
Talk soon, 

Emily | 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

View solution in original post

Replies 8 (8)

Emily
Shopify Staff
1283 101 186

This is an accepted solution.

Hi, @AndriiEsso1.

 

Thank you for reaching out. I am sorry you are having issues accessing your account.

 

It would be best for you to contact our Support Team. You can select I don't have an account to access support. They should be able to help turn off your 2Factor authentication. 

 

Please let me know if you have any further questions! I would love to learn more about your business. What type of products do you sell? 
 
Talk soon, 

Emily | 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

AndriiEsso1
Shopify Partner
2 0 2

THANK YOU to the support team for helping me to restore access to my account. Now I will be more careful about security methods for logging into my account. Shopify support are experts in their field. Great job

Helen73
Visitor
2 0 0

Hi,

 

how long did it take for support to unlock your  2Factor authentication. I have been waiting a week. I am desperate to get into my account.

 

Helen

Helen73
Visitor
2 0 0

Hi Emily,

 

How long should it take the support team to unlock the 2Factor authentication. I have been waiting a week. I am desperate to get into my account.

 

Helen

Emily
Shopify Staff
1283 101 186

Hi, @Helen73.

 

Thank you for reaching out, we appreciate your patience with this. 

 

Depending on the team's queue, it can sometimes take longer than suggested. If it has been more than 7 business days, I recommend reaching back out to our Support Team to get an update on your ticket. 

 

Again, we really appreciate your patience with us and if you have any further questions please let me know. 

 

Take care, 

Emily | 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

ShahedDarwazeh
Visitor
1 0 0

Hello,

I am not receiving any two factor authentication codes and I don't have my recovery codes I never downloaded them. I can't access my account and Shopify's customer care is not being helpful regarding this.

My account is: shahed@visualsdh.com

Please I need help gaining access to my account.

Emily
Shopify Staff
1283 101 186

Hi, @ShahedDarwazeh

 

Thank you for reaching out!

 

By chance, do you know if our Support Team escalated your ticket to the accounts team? Support will need to do this for us to be able to remove 2F authentication. 

 

Please let me know if you have any further questions! I would love to learn more about your business. What type of products do you sell? 
 
Talk soon, 

Emily | 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

cm11
New Member
7 0 0

It has now 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.