Why is my two-factor authentication not working properly?

[Alhoui]

I have two-factor authentication enabled. Before I went live, it was acting weird - Once I received the code on my phone, the two-factor field window on my account login page would fade out and disappear. I could just log into the site without it. I went live yesterday, and the two-factor authentication does not show at all, and no SMS code is being sent. Please help! 

[Ignelis · Accepted solution]

Hey, @Alhoui !

Here are a few steps you can take to troubleshoot the problem:

1. Clear your browser cache and cookies: Sometimes, cached data and cookies can cause issues with authentication. Clearing your browser cache and cookies may resolve the problem.

2. Disable browser extensions: Certain browser extensions can interfere with website functionality, including two-factor authentication. Try disabling all browser extensions and see if the issue persists.

3. Use a different browser or device: Try logging in to your Shopify account using a different browser or device to see if the issue is related to a specific browser or device.

4. Check your spam folder: If you're not receiving SMS codes, check your spam folder to ensure they are not being filtered there.

5. Contact Shopify support: If the issue persists, contact Shopify support. They can help you troubleshoot the issue and resolve it.

Hope this helps!

[Alhoui]

Hey Igneous, thank you! I had cleared my cache but not the cookies. When I did, it worked. But the SMS code field will still disappear if you don’t click right on it. So the 2 FA is not securing the accounts. Would you have any suggestions on that?

Also, the SMS code reads “Shop Pay.” Do you know if there is a way to change that to the name of my business?

Again, thank you so much.
-Al