unable to login to store -lost recovery app key and recovery codes

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I have an alternative account that I am being charged for and have been unable to access for 6 months because I am being prompted for authentication app codes and recovery keys which I no longer have. I have tried many different ways and your 24/7 Support and Help Support links continue to be down and therefore I am unable to get support and stop my automatic payments. 

If I could please have your assistance that would be great. 

Reply 1 (1)

Shopify Staff
1861 254 224

Hi @Maya01,


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.

Blair | Shopify 
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