2 step authentication help

Shopify Discussion

Topic summary

A user is locked out of their Shopify store after trading in their phone without transferring their two-factor authentication app. They cannot access their account to reach live support.

Key Issue:

  • Authenticator app did not transfer to new device
  • User needs to log in to contact Shopify support, creating a catch-22 situation

Suggested Solution:

  • Use backup codes if previously saved
  • Contact Shopify Support directly (though access method remains unclear)

Current Status:

  • User is stuck in a loop where the help chatbot requires login credentials to connect with a live support advisor
  • The discussion remains unresolved with no clear path forward provided
Summarized with AI on October 30. AI used: claude-sonnet-4-5-20250929.
1

I traded in my phone. Authenticator app did not transfer. I am locked out of my store. Please help

2

I have to log into my store to get support from a live support advisor

3

Hi @jasonsmith

your authenticator app didn’t transfer, you’ll need to recover access to your Shopify account by using backup codes (if you saved them) or contacting Shopify Support.

4

how do you contact support. Everything shopify help takes me to the chatbot and it won’t connect me to a support advisor without being logged into my store.