Canceling two-factor authentication

Shopify Discussion

Topic summary

Access issues caused by two-factor authentication (2FA) codes not arriving and missing recovery codes. 2FA here refers to a six‑digit login code, with backup recovery codes used if the primary method fails.

Support guidance and process:

  • Staff direct users to contact Shopify Support via the provided link and choose “I don’t have an account.”
  • Disabling 2FA requires Support to verify identity and escalate to the Accounts team; some cases are escalated to the Security team.

Outcomes so far:

  • One user regained access after Support intervention and confirmed resolution.
  • Others report delays: one user has waited a week; another reports 20 days post‑escalation with no supervisor response (user claim).

Timing and next steps:

  • Staff note resolution time depends on queue; if over 7 business days, users should reach back out to Support for an update and confirm escalation to the appropriate team.

Status: Partially resolved. At least one case is resolved, while multiple cases remain open with unclear timelines. Key unanswered point: expected timeframe for escalated 2FA removals and escalation follow‑through.

Summarized with AI on January 6. AI used: gpt-5.
8

Hi, @ShahedDarwazeh .

Thank you for reaching out!

By chance, do you know if our Support Team escalated your ticket to the accounts team? Support will need to do this for us to be able to remove 2F authentication.

Please let me know if you have any further questions! I would love to learn more about your business. What type of products do you sell?

Talk soon,