Trouble with two factor authentication

Mansi2196
Visitor
1 0 1

Hello there, 

The second step in payments is to do the two factor authentication, and I’m trying to do it, but even after attempting to do it multiple times it was still not getting turned on. And without two factor authentication, I am not able to add the bank details to receive the payments. Is it because that first step of verification is not complete I am not able to turn on the two factor authentication? Should I wait for the documents to get verified and then only I would be able to perform the following steps?? 

Replies 5 (5)

Ollie
Shopify Staff
2406 454 406

Hey @Mansi2196.

 

Thanks for reaching out. 

 

Just to gather some additional context, could you let us know what specific error message that you are receiving when attempting to enable the two factor authentication? As this information will allow us to assist you accordingly. 

 

Looking forward to your response. 

Ollie | 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

Campbell530
Visitor
2 0 1

Hi,

I am having the same issue. There is no error message. in the initial setup steps there is the link to "Two-step authentication required

To start receiving your payouts, you need to secure your account with two-step authentication". I go through that link, authenticate with the google authenticator and it cycles back to the original page and says I still need to turn on 2 factor.
medicushion
Visitor
1 0 0

I am having the exact same problem.

Campbell530
Visitor
2 0 1

Hi all,

 

I think I found a solution. I went to 'manage account' (top right corner in browser, in admin home page, click on your store name>manage account) Then go to Security tab, from there I added a second form of two factor authentication. (I had google authenticator on, and then also added SMS authentication) This seemed to fix the issue with the system not registering I had any two factor enabled. Hope this helps!

Blair
Shopify Staff
1944 258 229

Hi @Campbell530,

 

Thank you for joining this thread!

 

As you're stuck in a loop, I'd encourage you to connect with us directly. This will allow us to get you authenticated as we wouldn't have access to any account details here through the Community. They will be able to take a closer to ensure you payouts are able to be released. 

 

To connect, you can follow the steps outlined below:

 

  • Head over to the Help Center:
  • Into the chat box, type 'I can't log in'
  • After waiting a few moments, you will see the 'Account Support' option
  • Select 'Account Support' to begin a live chat

 

Please let me know if you have any other questions. 

Blair | 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