I have a shopify store I want to start back up but it has my old phone number & sends the login authentication code to it, so I cannot login to renew a subscription. The virtual assistant just takes me in circles & is no help in this case. Is there any other way to contact support to update my phone number, maybe via email?
Topic summary
Main issue: Account access blocked because login authentication codes are sent to an old phone number tied to the Shopify store.
Goal: Regain access to restart the store and renew the subscription (billing plan).
Obstacle: The virtual assistant loops without providing a solution; the user cannot update the phone number from outside the account.
Request: An alternative way to contact Shopify Support—preferably via email—to update the phone number and restore login access.
Context: The problem appears to involve two-factor authentication (code sent by SMS) that is no longer reachable due to a changed phone number.
Status: Unresolved. No guidance or actions confirmed yet; key question about how to reach support to change the number remains open.