A user is locked out of their Shopify store after factory resetting their phone, which removed their Google Authenticator app needed for two-factor authentication (2FA). They cannot access security settings to generate a new QR code because login requires the authenticator code—creating a circular problem.
Key Issues:
No 2FA reset options visible in dashboard security settings (only Face ID/Touch ID available)
No recovery key on file
Cannot access live chat support without selecting a store, which triggers 2FA verification
Account doesn’t allow staff accounts to be added
Solution Provided:
Create a new Shopify account (without 2FA enabled) solely to contact support. Through this new account’s chat, request a live agent by typing “Connect me with a live agent,” “human,” or “support advisor.” After verification, Shopify Support can disable 2FA on the original account, allowing re-access. The temporary account can then be deleted.
Status: Unresolved; user struggling to reach human support despite guidance.
Summarized with AI on October 26.
AI used: claude-sonnet-4-5-20250929.
I am having a horrible time trying to get into my site. Everything is just a loop.
I had to factory reset my phone where the google authenticator app was installed for my 2FA with my shopify store. After resetting the phone, i reinstalled the google auth app. HOWEVER- I can not get into shopify to any sort of security settings to get an option to reset the google auth app. i need a new QR code generated by shopify to do this. If i try to log into my store it asks for my user name, password which both are correct, but then it is asking me for the digits displayed on my google auth app. but again, i need to reauthenticate the google auth app with shopify.
On my ipad, LUCKILY the store is signed into already. i read every article and post on how to reset the 2FA to go into security and the options will be there for 2FA. i have NOTHING of the sort on my dashboard. if i got into “security” under app settings all i have an option for is FACE ID or TOUCH ID. if i go to security under store settings all i have an option for is activity logs and collaborators.
I can not live chat with anyone because the chat wants me to select a store. if i put my store in, it is trying to send me a code to my google authenticator. this is just an endless loop. i have NO options anywhere on my dashboard for 2FA reset or update or anything. And i can not get any help. I am VERY disappointed with the options for support Shopify has. I know im not a multi million dollar client, but it should NOT be this dificult to try and get help with a relatively easy, and im quite sure, common problem. Oh, and i don’t have a recovery key. i am 99.9% sure i never received one when i made the store. im pretty good with keeping records and i can not find this recovery ccode ANYWHERE.
For that, you’ll need the help of Shopify Support. This same thing happened with me once like a couple of years ago. I just simply created a new account and told them my situation then they asked me for some verifications and after that they disabled the 2FA on my account so I suggest you to do that as well.
Thank you very much for your reply. I appreciate it. I have no way of contacting shopify support. As it seems, there is no email for any sort of support. There is no phone number. I can not even add a user. it says my account doesnt allow for staff accounts.
My sincere apologies my friend, but if i make a new shopify account, i lose everything and need to redesign everything dont i?? and even through chat, i cant get a “person” to speak with when i try to get a representative, its trying to to 2FA me which brings me back to the loop of not being able to 2FA. This is agonizingly frustrating!!!
How am i “contacting support?” they have no email address. they have no phone number and their chat will not get me to a person! Am i missing something??
To connect with a person and not the AI, all you have to do is just tell the AI to “Connect me with a live agent” here and after like 2-3 tries, it will get you in line to connect with a Support advisor.
