Account created with my email address, scammer set up 2FA. I can't access the account. HELP.

Shopify Discussion

Topic summary

Unauthorized Shopify account was created using the poster’s email, and the attacker immediately enabled Two-Factor Authentication (2FA), blocking password resets and login. The poster is worried about possible identity theft or fraud linked to this account.

Support access barriers: attempts to get help via Shopify’s AI assistant repeatedly redirect to generic login guidance that doesn’t work because 2FA is enabled. An email to support@shopify.com returned an automated notice that incoming emails aren’t accepted, leaving no apparent path to a human agent.

Requested action: urgent connection with a human support representative to close the unauthorized account or remove 2FA so the account can be secured. Status: unresolved and ongoing; key open need is clear escalation or recovery steps for accounts compromised with 2FA in place.

Note: 2FA is an added security step requiring a second verification factor beyond the password.

Summarized with AI on December 14. AI used: gpt-5.
1

Last night, I got an email (to a separate mail account) saying that someone had opened a Shopify Account in my name / email. They quickly set up Two-Factor Authentication, so I am not able to change the password or get into the account.

When I went to ask the Shopify AI bot for help, they would not let me talk to an actual human, and just kept re-routing me to the Log In Info page, which does not help me because the scammer had set up 2FA.

I need to talk to a human being immediately, to close this account that I did NOT authorize to open with my email account. I do not want this to result in identity theft or fraud in my name. PLEASE HELP.

I emailed support@shopify.com, but I also got an email saying they don’t take incoming emails.

PLEASE HELP, I do not want to get wrapped up in a scam or fraud.