Why isn't my two-step verification sending SMS to my mobile?

[Theguy01]

My two step verification is not sending the sms to my mobile. Yet the number remains the same and I do not have the 10 digit code. Please help

[Maz]

Hey @Theguy01!

I am sorry to hear that you're having trouble getting into your account, rest assured I will do my utmost to assist you here.

I know that you already mentioned you do not have the recovery codes, but is it possible that they may have already been downloaded, and you cannot locate them? If possible, can you please check for the recovery codes by looking in your downloads' folder for a file named “shopify_recovery_codes” and let me know if you locate them?

If that does not work, then your next step here would be to get in touch with our live support over at this link so that our accounts team can have a look into this further for you. In your case on the support portal, you can select the option, 'I don't have an account' as shown in my screenshot here. You can then select the topic on the next page: Accounts > Logging in. Scroll down to the bottom of that page to view your support options, which would be chat phone or email depending on the capacity we have at the moment.

Once you get through to our team, they should be able to get you access to your account, but do let me know here if there is anything else you need.