Account locked – 2FA not working – Identity verification submitted – Urgent escalation needed
Hello,
I am the owner of the store voguetteparis.com (active since 2017) and I am currently completely locked out of my admin account.
Situation:
• When logging in, Shopify asks me for a two-factor authentication (2FA) code
• I am not receiving this code (neither by SMS nor by any other means)
• I have therefore started the recovery process by submitting my passport and the required identity documents
• I received a message telling me to wait, with no specific timeframe
Impact:
Voguette Paris is my main professional activity and my sole source of income. I can no longer process pending orders, manage my inventory, respond to my customers, or access my management tools.
My request:
I am asking for a Shopify moderator to escalate my case internally to the Trust & Safety team, as I have no way to contact support directly (the chat requires a login that is impossible for me).
I can provide via private message: account email, store ID, ticket number of the identity verification request, and any additional information needed.
Thank you very much for your help, this is urgent.
Quick heads up first, this is a public community forum, mostly merchants and partners. There aren’t Shopify moderators here who can escalate to Trust & Safety, posting alone won’t reach them. So let’s focus on channels that actually do.
For 2FA recovery specifically, you don’t need to be logged in to reach the account recovery team. Go to the Shopify Help Center and use the account recovery flow directly, or email them with your store URL, the account email, and your identity verification ticket number. Reference that you’ve already submitted your passport so they can link it to the existing case. This is the team that actually handles 2FA lockouts, not general support.
These identity verification cases typically take several business days, frustratingly slow but they do resolve. Replying to your existing ticket every few days (without opening new ones) keeps it active. Hope you’re back in soon.
Hope that helps! If it did, a Like and Marking it as Solution goes a long way and helps others find the fix faster too.
That’s a tough spot, particularly when you need the store for day-to-day running. Identity verification is typically the right recovery method, but you can also see if you ever saved any backup recovery codes, or if you have an authenticated device that was designated trusted for logins. If there is another staff member with admin access, they may be able to temporarily assist with the day to day running of the store while verification is under consideration. Ideally, the ones you’ve handed in for your account recovery will enable you to complete the account recovery as swiftly as possible.
