Can’t log into my Shopify store. +86 phone number isn’t getting the verification codes from Shopify

Shopify Discussion

Topic summary

  • Issue: Since Nov 11, a China-based merchant cannot access their Shopify store because login now requires an SMS verification code that never arrives. The phone number is +86 (China) with China Mobile. “SMS verification” refers to a one-time code (2FA) sent by text to complete login.

  • Troubleshooting: The merchant confirmed correct account/password and contacted China Mobile multiple times. The carrier stated no filtering or blocking of Shopify texts.

  • Support contact: Shopify reps (Kris, Adam L.) requested the store URL and account email, indicating they would temporarily remove the SMS requirement. After sending details, there has been no further guidance for five days.

  • Impact: The merchant is locked out, cannot manage daily orders, and operations are significantly disrupted.

  • Evidence/IDs: Support tickets 52400996 and 52330954.

  • Status: Unresolved. Cause of missing SMS is unclear; awaiting Shopify to disable SMS 2FA temporarily or provide an alternative login method.

Summarized with AI on December 14. AI used: gpt-5.
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As mentioned, we’re based in China. On November 11, we suddenly became unable to access our Shopify store. We were informed that a text verification code would be required to log in, but despite countless attempts, we were unable to receive the verification code—even though we have the correct account and password.

Our phone number starts with +86, and our carrier is China Mobile. We reached out to our mobile carrier to check if there might be a block on verification texts from Shopify, but they confirmed multiple times that no messages from Shopify are being filtered or blocked, even after several complaints on our end.

Over the past few days, I’ve been in touch with Shopify representatives Kris and Adam L. via email. They asked for our store’s URL and the email associated with our Shopify account, assuring me they would help remove the SMS verification requirement temporarily. However, five days have passed, and I have yet to receive further instructions or contact from anyone at Shopify regarding the next steps.

I am extremely anxious, as I need access to our Shopify account to manage daily orders. Being unable to log in has severely disrupted our operations.

My ticket IDs are 52400996 and 52330954.

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