Hi. I can’t login to my Shopify account which also has accounts for other clients. It asks me to check my authenticator app but I never scanned the QR code so Shopify is not set up in my authenticator app. Then there’s the option to use a recovery code. My Shopify account is over 10 years old and have no idea where that recovery code would be. I have submitted tickets and am told that it’s been escalated. It’s been over a week of being escalated and not hearing from anyone. How do I resolve this?
Topic summary
Main issue: A merchant is locked out of a long-standing Shopify account. Login prompts for an authenticator app (2FA, two-factor authentication), but it was never set up, and the recovery codes are missing. A support ticket was submitted and marked as escalated, but there’s been no response for over a week.
Key guidance offered:
- Only Shopify Support can restore access when 2FA isn’t available and recovery codes are lost, due to security policies.
- Recommended actions: reply to the existing ticket to request a status update and ask for manual identity verification; alternatively, open a new ticket while referencing the existing case ID.
- Community forum members cannot reset or bypass 2FA; staying in contact with official support and completing their verification process is necessary. Delays are possible.
Outcome/status: No resolution yet in the thread. The path forward is continued follow‑up with Shopify Support for identity verification and account recovery. Unanswered issue: timeline for escalation and support response.
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Hi, thanks for explaining the situation. Unfortunately, if the authenticator app wasn’t set up and the recovery codes aren’t available, only Shopify Support can restore access for security reasons. You’ve done the right thing by submitting a ticket. I’d recommend replying to the same ticket asking for a status update and requesting manual identity verification, or opening a new ticket referencing the existing case ID. Escalations can take time, but this is the only official way to resolve 2FA lockouts on older accounts.
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Unfortunately posting here won’t be too helpful for you because it’s a community forum so what I would suggest you is to stay in touch with Shopify support and they’ll probably ask you for some verification process so just provide what they need and then you’ll be good to go.
I know it will take some time but sadly that’s the only way. Hope you get your account recovered.
Best,
Moeed
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