Account was hacked can't login

Shopify Discussion

Topic summary

A user discovered their email was used to create an unauthorized Shopify account after receiving notifications about changed settings, updated bank accounts, and added two-factor authentication. They successfully changed the password but cannot access the account due to the hacker-enabled 2FA.

Key Issues:

  • Unauthorized account creation
  • Hacker-controlled 2FA blocking access
  • Shopify chatbot preventing human support contact
  • Potential financial fraud risk from linked bank accounts

Recommended Actions:

  1. Use Shopify’s Account Recovery Form with detailed incident information
  2. Secure the compromised email account immediately with password change and 2FA
  3. Contact bank to flag unauthorized account linkages
  4. Persistently request human support by repeatedly typing phrases like “I need human support”
  5. Request account deletion or temporary suspension to prevent misuse

Status: The issue remains unresolved and requires direct Shopify support intervention to remove the unauthorized 2FA and delete the fraudulent account.

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

Hello. I am posting this on a different email because my other account has been hacked. I woke up to several emails from Shopify (who I don’t use, or knew I had a account with) that things were changed, bank accounts updated, and a two step authentication was added.

I was able to change the password but can’t log in because I do not have the two step authentication.

The chat bot is useless and only takes me in circles and refuses to let me talk to a human.

Any help with getting in my other account and deleting it would be great. (Again, it’s not this account. It’s another, which I can provide email)

2

Hi @tacogecko89

I hear your frustration, and I totally get how stressful it is to deal with a hacked account, especially when Shopify’s support options aren’t giving you the help you need. Let’s go step by step to get your access back or, at the very least, get your account removed.

Steps to Recover Your Hacked Shopify Account#### 1. Contact Shopify Support Directly (Bypassing the Chatbot)

Since you’re locked out and two-factor authentication (2FA) was added without your consent, the best way to reach Shopify’s support team is through their Account Recovery Form:
:link: Shopify Account Recovery Form

  • Use the email address associated with the hacked account (even if you can’t log in).
  • Provide as many details as possible, such as:
  • The hacked email address.
  • Recent order details (if you had a store).
  • The date you first noticed suspicious activity.
  • Any emails from Shopify regarding changes made to your account.

:pushpin: Pro tip: If the chatbot is blocking access to real support, type “I need human support” or “Talk to an agent” repeatedly until it gives you an option to contact someone.

2. Secure Your Email Account Immediately

If you got a Shopify account without signing up, hackers may have used your email address. Make sure your email itself isn’t compromised:

  • Change your email password.
  • Enable two-factor authentication (2FA) on your email.
  • Check for any unauthorized email forwarding rules or unfamiliar recovery emails added.

3. If You Just Want to Delete the Account

Since you can’t log in, you’ll need Shopify’s support team to manually delete it. When you contact them:

  • Be clear that you did not authorize the account creation.
  • Request immediate deletion due to unauthorized access.
  • Mention you cannot pass 2FA because a hacker added it.

If Shopify refuses to delete it right away, ask them to temporarily disable the account to prevent further misuse while the issue is being resolved.

4. If You Have a Linked Bank Account or Payment Info

If the hacker added a bank account, that means they might be trying to use your identity for fraudulent transactions. I’d highly recommend:
:police_car_light: Contacting your bank ASAP to flag any unauthorized changes.
:police_car_light: Monitoring your financial statements for any suspicious transactions.
:police_car_light: Reporting the hack to Shopify to prevent them from processing any fraudulent withdrawals.

Final Thoughts

Since Shopify requires verification before making changes, your best bet is to go through their recovery process as soon as possible. If you’re not getting proper help through the chatbot, push for live chat or email support.

If you need any other assistance, I am willing to help.
Best regards,
Daisy.