Can't log in, changed mobile number, no recovery code

Shopify Discussion

Topic summary

Login access blocked after changing phone numbers and lacking recovery codes for two-factor authentication (2FA). 2FA requires a code from the registered phone or a recovery code, preventing sign-in when those are unavailable.

Support guidance:

  • Contact Shopify’s live support via the Help Center link, continue without signing in, search “disable 2fa,” and use the contact button to access support options.
  • After answering verification questions, the account integrity team can disable 2FA. If steps fail, try a private browsing window.

User reports:

  • Multiple users cannot access accounts after number changes.
  • One user reports the case was escalated to the security team, with an expected resolution timeline of about a month; they have been waiting 19 days, receiving no supervisor response despite daily follow-ups.

Outcome and status:

  • Action item: reach live support and complete verification to request 2FA removal.
  • No resolution within the thread; process appears ongoing with potential delays once escalated to security/security/account integrity teams.
Summarized with AI on January 6. AI used: gpt-5.
1

Hi,

I am unable to log in because I changed my phone number and I no longer have my recovery code, so I cannot get around the two factor authentication.

Had to use a friend account to message you.

My email is noggintoppersapparel@gmail.com

Can I get assistance with this?

Thank you.

@Elle

2

Hi Elle

Thank you for sharing the details about your situation with your account here for us. in order to remove the 2factor authentication from your login you will need to reach out to our live support. They will escalate this on your behalf, and once a few verification questions are answered our account integrity team can disable the 2FA for you.

To contact our live support please follow this link: Shopify Help Center - Contact Support, choose to continue WITHOUT signing in, search for “disable 2fa” and use the contact support button at the bottom of the search results to see all our live support options.

If you have any issues with the steps, try also in a private browsing window.

3

Hi I need help I can’t get access to my account but I have changed my number my details

4

It has not been 20 days since I started a conversation with shopify support for this same issue and yet to be resolved. They have escalated to the security team which apparently needs a month to get this resolved. I have asked to speak to a supervisor and no response. I keep replying to that same email every day with it’s day 15, it’s day 16, it’s day 17, it’s day 18, it’s day 19… and NOTHING. This is so crazy to me that it would take this long to get back into a business account.