Bug: Can't activate user if it was deleted and re-added

[lensdigital]

Hi,

I need help. I have a staff member who’s account suddenly started to ask for 6 digit authenticator app code. He doesn’t and never had authenticator app. Disabling 2SA didn’t change anything, so i deleted account and re-created it.
What happens next is pretty clear that there’s a bug in Shopify system.
He cannot reactivate it. Account is in Pending status, 2SA disabled, yet when he clicks on invite link it tries to log him in and asks for 6 digit code. Account status doesn’t change from Pending.

I contacted Shopify support and they told me I’ll get contacted by security team. Day later someone from their team tired to deactivate 2SA on MY account, not the account I was asking about. I told them, no it’s different account and now 3 days later, still nothing.

So I’m trying it here…

[lensdigital]

An update: The Issue has been resolved. I contacted Shopify support again, it was actually a real pleasure talking to them, I was reassured that this won’t happen again, and the issue will be escalated. Alas, again I got e-mail from the security team for the wrong e-mail address/account, so I reached out to support again, and finally we got it deactivated on the right account. I had to re-send the invitation to the account, but now everything is good and working!