Two Factor Authentication- Lost access to phone #- HELP

[Rach00]

Hello!

I am trying to log onto another Shopify account (Asking this question through another shopify account).

I have the email, however I cannot log on due to changing my phone number so I cannot get into my account using the 2 step authentication. I saw prior questions asked like this but the replies were only links to the "Help Community". May I please work with a human representative that can help me with my issues??? I just need my two factor authentication phone number changed!

Thanks in advance!

[Blair]

Hi @Rach00,

Thank you for reaching out to the Community. I'm happy to provide some guidance on this request, to ensure it gets resolved.

As you require the two-factor authentication feature to be disabled, you will want to connect with us directly. This will allow our support team to take a closer look, as we wouldn't have access to any account-specific information through the Community. They will be able to ensure this gets resolved as quickly as possible. 

To connect with us, you can:

• Head over to our Help Center.

• In the virtual assistance chat box, please type I can't log in.

• This will populate a few resources, where you can wait a few moments until you see the I still need help option.

• Click Account Support.

• Scroll down until you see the option to chat with an advisor. 

Please let me know if you have any troubles with those steps outlined above, as I'd be happy to provide further assistance. I look forward to your response.

[GD0]

Hello, Blair!

I'm having the same problem, and I tried following your directions but there is no "I still need help" option. There is however a prompt that tells me if I can't find the answers I'm looking for, we're here to help, and gives me a button that says "Contact Support". After talking to the chatbot, it gives me this message:

"To regain access without your phone for two-factor authentication, use your recovery codes if you have them. If you don't have those, please contact Shopify Support for assistance.

Would you like to connect with a Support Advisor?"

To this I respond with "Yes", and then it tells me:

"Live support is available if you have a store. Don’t have one yet? Sign up for a trial."

I try to tell it I have one but can't log in and it says: Please select a store to connect with a Support Advisor.

"Please select a store to connect with a Support Advisor", and then sends me a link to log in."

So basically I'm stuck going in circles with no way to reach an actual person unless I log in, which it will not let me as I don't have access to the phone for 2FA.

Please help me and others find a solution to this. Thank you!

[Skye]

Hi, @GD0 

Skye here, jumping in for my colleague.

Thanks for providing that insight, that definitely should not be happening. 

One work around, however, is to open an incognito/private browsing tab. Then try the following steps again: Type 'I can't login' > Select 'Account Support' > Input your information on the page that displays > On the final page scroll down to the bottom and select 'chat with us'

I hope that helps!