Frustration with MFA Access Issue and Security Team Request

[fbernardi]

Hi Shopify Community,

I’m extremely frustrated with the current situation regarding user access to my store. One of my contractors has been unable to access the store due to an MFA issue, which we’ve been trying to resolve. Despite my efforts to delete and recreate his account, the MFA prompt persists.

To make matters worse, the security team is now asking me to have my contractor use my work email to contact them directly. This request makes no sense to me as the store owner and IT manager. I believe it’s my responsibility to handle such issues, not my contractor’s.

On top of this, his account shows the message “This user has not enabled two-step authentication,” yet when he signs in, it still asks for an MFA code. He also doesn’t have a recovery code stored, which makes resetting MFA even more challenging.

• How do you handle resetting MFA in such situations?
• Has anyone dealt with a similar issue where the system prompts for MFA even when it’s not enabled?

This situation has been extremely frustrating. My contractor has now lost an entire workday, and I still need to pay him for his time despite him being unable to work. It’s causing unnecessary stress and disruption to my business operations.

Any advice or guidance on how to escalate this matter or resolve it efficiently would be greatly appreciated.

Thank you,

[GadgetsNoob]

the MFA is linked/associated with the account owner, not with the Store. And since it is a problem with their account, the request should be coming from them directly. And the request/email used to contact the Support should be the account owner email "where the MFA is activated" this is where their security team would respond. If they would allow to cc or send it to another email. That would be a security flaw.