2 Factor authentification issues - codes lost

Technical Q&A

Topic summary

A user lost access to their Shopify account after switching to a new PC and losing all authenticator app codes, with no saved recovery code.

Initial Actions Taken:

  • Used Shopify’s AI help, which suggested a password reset that logged them out of all devices
  • Submitted a support form 6 days ago to reset two-factor authentication

Current Problem:

  • Received verification email from account security team with a Stripe verification link
  • The email shows their email address listed as the account “Name” instead of their actual name
  • Attempted to reply about this discrepancy but received an automated “not monitored” response

Status:

  • 5 days with no resolution or human contact
  • Support chat can only escalate the issue, which has yielded no results
  • User is seeking advice on alternative solutions or others’ experiences with similar account recovery issues

Discussion remains open with no resolution yet.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
1

Last week I got a new PC and when I wanted to log into Shopify, I found out that all my codes in my authenticator App are gone and that I missed to safe the recovery code. So far so bad - I first used Shopifys KI help what suggested to reset my password - what also kicked me out on all my other devices, great!

So I reached out via the support form to deactivate/reset the 2 factor authentification. That was 6 days ago. 1 day later I got an email from the account security team (standard text) with a link to do the verification via stripe. I did that. Although I saw a problem in the email I got:

Please note that your submission will be reviewed against the details on file for the account:

  • Name: MY EMAIL (so of course not correct)

  • Email address: MY EMAIL

Please reply to this email if any of the following apply to you, letting us know which issue you are facing:

  • If this is not the account you are looking to recover access to

  • If you do not have photo ID matching this name

  • If you have used an [unsupported generic name for your account

Since there seems to be something wrong with the Name, I replied but got an automated answer “this address is not monitored…” WTF???

For 5 days now, no result, no answer, no option to reply to the account security team and so on. I really can’t believe that. Shopify is a platform for companies that rely their business on it - how can it be possible that I don’t really reach someone who solves the problem? Support chat also only can forward an escalation - what so far leads to nothing. What else can I do? Anyone with experience regarding this?

3 Likes
3

Hello

I completely understand how frustrating this situation is losing access to your Shopify admin (especially with 2FA issues) can bring your entire business to a standstill. You’re not alone I’ve helped several store owners recover access after similar issues, and I can guide you through the fastest and most reliable way to resolve this.

Here’s what’s actually happening:

When Shopify’s system detects that the name on file doesn’t match your verification submission, the recovery process goes into manual security review that’s why you’re not getting any follow-up from the automated email.

The “no-reply” email is handled by Shopify’s Account Integrity Team, not the live chat agents which is why chat support can’t directly intervene.

Here’s what I can do for you:

Review your verification submission (based on what Shopify asked for) and pinpoint why the name mismatch flag was triggered.

Draft the exact follow-up message + escalation request that needs to be sent through Shopify’s internal support flow this ensures your case gets manually reviewed within 24–48 hours instead of waiting indefinitely.

Guide you step-by-step on how to verify ownership properly so Shopify reactivates your access safely, without losing store data or billing connections.

I can help you get this resolved fast even if the support queue has stalled.

Would you like me to take a quick look at your verification email and guide you through the right way to get the account reactivated today?

Best regards,

[Edwardlyn]

Shopify Expert | Account Recovery & Store Management Specialist

4

Hello, I can send you the text of the email I got (with my email address removed), does that help?

1 Like
5

Yes, that would be perfect please go ahead and send me the text of the email (you can remove or blur any personal details if you’d like). Once I review it, I’ll identify exactly what’s causing the verification issue and outline the next steps to get your access restored as quickly as possible.

After checking the email, I’ll guide you through the precise follow up message to send so Shopify’s Account Integrity Team can manually verify your ownership and unlock your account faster.

Go ahead and share the email text whenever you’re ready I’ll take it from there.

6

This was the email:
Hi there,

We received your request to remove Two-Step Authentication for the account associated with [XXXXX). To proceed with your request, please complete the verification process using Stripe Identity [here]XXXXX

The link to Stripe Identity will expire on XXX, and the information you provide to Stripe may be shared with Shopify and used according to Shopify’s [Privacy Policy]XXXXX

Please note that your submission will be reviewed against the details on file for the account:

  • Name: [HERE WAS MY EMAIL)
  • Email address: [HERE WAS ALSO MY EMAIL)

Please reply to this email if any of the following apply to you, letting us know which issue you are facing:

  • If this is not the account you are looking to recover access to
  • If you do not have photo ID matching this name
  • If you have used an [unsupported generic name for your account
1 Like
10

Sorry but I specifically don’t want to publish my store details to anybody in this situation. If you want to help me, it would be awesome, but in this case just send me the text without my data and I add the data myself

11

How can I fill up this