How can I disable two-factor authentication if locked out of account?

[olivia1118]

Hello,

I have been locked out of my account for MONTHS and cannot do business!  I am spending money every month to keep my website up and I cannot access my orders or reach my customers.  

I changed my phone number, so now I cannot receive the 6 digit code.  I have spoken to countless customer service reps who promised to email me with a resolution, still have not received anything.

I would like for your team to DISABLE my two-factor authentication temporarily so I can get into my account please.  

Please advise urgently. 

Thank you,

Olivia

[Blair · Accepted solution]

Hi @olivia1118,

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 you to follow up with us on your open ticket, as we’re unable to provide account-specific support via the Shopify Community. We will also be able to confirm the appropriate steps have been taken to ensure this gets resolved as quickly as possible. 

If you have followed up with our advisor team already and it has been advised that your ticket was escalated, then you will want to wait for our reply. While I can completely understand how that may not be ideal, our escalated teams are working as quickly as possible to ensure this gets disabled. 

To learn more about this security feature, you can check out our Two-Step Authentication document as it touches on this further. 

Please let me know if you have any other questions or concerns.