Users are unable to update phone numbers in their Shopify security settings when two-factor authentication (2FA) is enabled with an old number they no longer have access to.
The Core Problem:
When attempting to remove an old phone number and add a new one, Shopify repeatedly requests reauthentication through Google Account
Even after successfully logging in with recovery codes, the system creates an endless authentication loop
The verification code continues being sent to the inaccessible old number
Official Response:
A Shopify representative (Blair) directed users to contact support directly through the Help Center, as account-level changes cannot be handled through the community forum. The suggested path: Help Center → type “I can’t log in” → select “I still need help” → choose “Account Support” → chat with an advisor.
User Experiences:
Multiple users report the same authentication loop issue
One user was told by Help Center to contact vendors, but vendors redirected back to Shopify
Account settings may show the updated number, yet verification still routes to the old one
At least one frustrated user deleted their account entirely due to unresolved issues
Status: Unresolved; requires direct contact with Shopify support for account-specific intervention.
Summarized with AI on October 28.
AI used: claude-sonnet-4-5-20250929.
So, I recently changed phone numbers, and I have been attempting to remove my old number and add my new one in Security Settings for my Shopify Account. I do have two-factor authentification on for my account with my prior number.
When I go to do so, Shopify asks me to reauthenticate my Google Account. I proceed to log in to the Google Account. Then it asks me to “Check my Phone” for a verification code. I do not have access to that number anymore, so I proceed to log in with a recovery code. Upon logging in, I go to Security Settings again. Then I attempt again to remove the old number and add my new one.
Sadly, Shopify asks me reauthenticate again and again, no matter how many times I authenticate my account.
Is there a fix to this? Please help.
Thank you for reaching out to the Community! I’m happy to provide some assistance with this request, to ensure it gets resolved.
As it seems that you’re stuck in a loop, I’d encourage you to connect with us directly. This will allow our support team to take a closer look as we wouldn’t have access to any account details through the Community. They will be able to ensure that the two-factor authentication feature is updated with your new number, so you don’t experience any additional log in issues.
In the virtual assistance chat box, please type I can’t log in.
This will populate a few resources, where you can wait a few moments until you see the I still need help option.
Click Account Support.
Scroll down until you see the option to chat with an advisor.
Please let me know if you have any troubles with those steps outlined above, as I’d be happy to provide further assistance. I look forward to your response.
Same iues her i try to connect with Shopify with no access to the account only the email and im also in a loop because they do not have an email or phone number no help from Shopify
I had the same exact issue. I patronize 2 different vendors that have the shopify verification. They both have had my new phone number for over a year. I did exactly what the shopify agent directs us to do here in the answer to this question. The Help Center told me I have to contact the vendor and have them contact shopify to change the phone number. I contacted both of the vendors I deal with and got the same response from both. They have my corrrect number and tell me to contact shopify to correct the number. After going round and round with a shopify agent in the help cent, I decided to completely delete my account and all infromation from shopify. Guess what, I went to my shopify account information adn they have my updated phone number but the verification STILL goes to the old number. I would encourage everyone to STOP using anything associated with shopify. They clearly have serious security issues. Shopify motto should be, “Technology, Because We Don’t Know”