Cant acess account lost passkeys and new number

Shopify Discussion
1

my admin who is the store owner says she can not get into her account due to phone number update and lost acess to passkey so we are not able to get into the account. her email is majeski73@Gmail.com. we have tried everything. been trying to talk to someone for days have not heard anything back please help

2

Hi @brazy4265 ,

Thanks for reaching out. I’m sorry to hear that you’re having trouble accessing your Shopify account.

In order to provide the best advice possible for this situation, can you please confirm that you are not received a two-step authentication code via SMS due to changing your mobile number or are not able to generate passkey? These are two different methods that require different type of troubleshooting.

Feel free to share more details on how you logged in to the account before this issue.

In case it’s the case of two-step authentication issue - when you set up two-step authentication on your account, you should have been provided with recovery codes in case you lost access to your main authentication method such as your phone. If you have these codes, you can use one of them to access your account. You can enter it when prompted for the two-step authentication code during login.

3

i dont have access to anything i tried everything i possibly could. i still cant get into it

4

Hi again @brazy4265 ,

Thank you for confirming.

While I’d love to help here, we cannot look into accounts specifics via the Community for privacy and security reasons. I invite you to reach out to our Contact Us page. As you can’t log in, select ‘Can’t log in to your Shopify account’ and then immediately click on the ‘I still can’t access my account’ green button.

Then scroll down to the bottom of the page, where you should see the ‘Get Support’ section, where you can select your preferred communication channel.

Let me know if that helps.

5

please give access pick my accout

6

Hi @humairrandhawa ,

Thank you for reaching out!

To provide the best advice possible, can you please tell me a bit more about your current issue? I understand you seem to have a problem with access your account, but once you share more details about it, I’d be able to help further.

Do you see any kind of error message when you try to access your account? If so, let me know what it says.

7

I cannot get into my account due to an update thing with a passkey, so I am not able to get into the account. My email is musette@novatto.com. I have tried everything, and I still get a pop-up that says “There was a problem loading this website. Try refreshing the page. If the site still doesn’t load, please try again in a few minutes.” HELP!