ACCOUNT ACCESS - I need help!

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Topic summary

A user has been locked out of their Shopify account for three days after losing access to their two-factor authentication (2FA) following a phone reset. They no longer have backup codes.

Attempted solutions that failed:

  • Another admin removed 2FA from their profile
  • A different admin deleted and re-added the user account
  • Both attempts still required authentication

Current status:

  • User contacted chat support, who directed them to email
  • Email sent over 24 hours ago with no response yet

Community recommendations:

  1. Submit Shopify’s official Account Recovery Form using the same email address
  2. Provide identity verification (government ID, proof of store ownership)
  3. Reply to the existing support email thread to keep the ticket active and check spam folders
  4. Use Shopify Live Chat to escalate the existing ticket if no response within 24-48 hours
  5. Reference the ticket number when following up

Key point: Only Shopify’s Account Security team can reset 2FA at this stage. Community members cannot access account-specific details. The issue remains unresolved and requires official Shopify support intervention.

Summarized with AI on October 24. AI used: claude-sonnet-4-5-20250929.
1

I need help logging into my account. I have not had access for three days now.

I had a reset on my phone and lost access to the authenticator code for shopify. I do not have the back up codes.
Another admin on our account removed the 2FA from my profile. That did not work - I still need to authenticate.

A different admin deleted and readded me. That did not work - I still need to authenticate.

I have tried chat with customer support - they pointed me to send an email.

I sent an email and have not heard back in over 24 hours.

HELP!!!

2

Hey @nicolekl78,

I can understand your frustration but it’s important to know that if you facing issue with the Authentication then you should contact to Advisor of chat support, instead of direct email them.

They might always reply late to the emails. Here is the link for the help of Shopify.

https://help.shopify.com/

The chat advisor response you within 5 minutes and fix your issue.
Let me know if you want me to contact with them.

3

Hi @nicolekl78,

I’m really sorry you’re dealing with this — being locked out for days can be stressful. Since the usual steps (removing 2FA and re-adding your user) didn’t work, this typically means Shopify’s security system still has your old authentication key linked to your profile.

Here’s what I’d recommend next:

  1. Submit the Account Recovery Form

    • Go to Shopify’s Account Recovery and follow the instructions.

    • Use the same email address tied to your Shopify login.

  2. Provide Identity Verification

    • If prompted, upload a valid government-issued ID and proof of store ownership (like your most recent Shopify bill or bank statement).

    • Make sure the images are clear and match the account’s admin details.

  3. Follow Up on Your Support Ticket

    • Reply to the confirmation email you received after contacting support to keep the thread active.

    • If you haven’t received a confirmation email yet, check your spam/junk folder.

  4. Escalate if It’s Urgent

    • If you don’t get a response within 24–48 hours, reach out again via Shopify Live Chat and reference your existing ticket number so it can be escalated.

Unfortunately, only Shopify’s Account Security team can reset your 2FA at this stage, but the recovery form plus a follow-up on your ticket usually speeds things up.

I hope this helps you get back in quickly.

4

Hi @nicolekl78,

That sounds incredibly frustrating — losing access with 2FA can feel like being locked out completely. Since you’ve already tried the common fixes (reset by another admin, delete/re-add, etc.), the next step really has to go through Shopify Support’s account recovery process.

Here’s what usually works best:

  1. Reply directly to the email thread you already started — this keeps your case linked to your original ticket. (Sometimes opening multiple tickets can actually slow things down.)

  2. Check your spam/junk folder — occasionally the follow-up emails end up there.

  3. Make sure you’re contacting via the correct channel:

    • Go to :backhand_index_pointing_right: https://help.shopify.com

    • Log in (if possible) or continue without logging in.

    • Select Account > Login and authentication.

    • From there, you should see the option to escalate through chat or email.

Unfortunately, because it’s a security issue, only Shopify Support can reset/remove the 2FA lock. The community here won’t be able to access account-specific details.

If your business operations are blocked, I recommend staying persistent in chat and letting them know it’s been over 24 hours without an update — they can usually flag the ticket for priority.

5

I know that’s frustrating. Since 2FA is still blocking you even after another admin reset it, the only way forward is through Shopify’s account recovery team. They’re the only ones who can fully remove 2FA. The best step is to keep your support ticket active by replying to the email you already sent, so it stays at the top of their queue. I know waiting is tough, but once it reaches the right team they can get you back in.