I recently changed phones and number, and never got to update my information, now when i try to login it says i have tried too many times and it sends a text to my old phone number. I can’t log into any part of shopify with out it trying to text my old phone number, even to post here I had to make a new profile. I just need to get in to update all my info
Topic summary
Account access blocked after changing phone and number; two-step authentication (2FA) codes are sent to the old number, and repeated login attempts trigger a lock. The user cannot access any Shopify area to update details and created a new profile to request help.
Support guidance: community advises contacting Shopify Support. A Shopify staff member notes that disabling/re-enabling 2FA requires the old number; without it, Support must verify identity and update account info.
How to reach Support without logging in:
- Visit https://shopify.link/o71x.
- Select “Can’t log in to your Shopify account.”
- Click “I still can’t access my account.”
- Under “Get support,” choose “Chat with us” to create a ticket.
Staff provided step-by-step screenshots illustrating this flow. If the options don’t appear, try a different browser, a private window, or another device, and share screenshots if issues persist.
Outcome/status: the staff reply with these steps was marked as the solution. Resolution depends on the user submitting a Support ticket to regain access.
Hello there,
You should contact the Shopify support for assistance. They may require identity information from you, and have your account information updated.
Hey, [email removed]RageMethod! Welcome to Shopify Community!
I understand you’re encountering an issue regarding account access. If you no longer have access to your old phone number to deactivate two-step authentication and reactivate it in order to update the phone number the code gets sent to, our support team will need to assist you from here. Please visit https://shopify.link/o71x and create a support ticket. Since you’re unable to log in, you can click Can’t log in to your Shopify account > I still can’t access my account and you’ll find the option to reach our support team underneath the help articles presented to you. Our support team will be happy to help you get back into your account then.
Since this is the next step I’ve marked this reply as the solution for the benefit of others who may discover this topic. Thanks!
I can’t log in to any part of shopify to modify, update, or change anything! This is a completely new account I opened just so that I could ask for help
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How do I contact them if I can’t log in?
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[email removed]RageMethod Since you don’t have access to your store, you may create a support ticket by visiting https://shopify.link/o71x, as mentioned in my previous reply. Please note you’ll need to select Can’t log in to your Shopify account > I still can’t access my account to be able to reach our support team without logging in. If you encounter any issues when creating a support ticket, let me know and I’ll help you out.
can you show screen shots because i dont see anywhere to create a ticket.
[email removed]RageMethod Sure! Please refer to the step-by-step guide below to create a support ticket.
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Visit our support page: https://shopify.link/o71x.
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Click Can’t log in to your Shopify account.
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Click I still can’t access my account.
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Scroll down and click Chat with us under Get support.
If you still have trouble finding the option to create a support ticket, please try performing local troubleshooting methods such as accessing the support page via a different browser or private browsing window and a different device. If troubleshooting doesn’t work, you may share screenshots of what’s preventing you from creating a support ticket and I’ll help you further. Thanks!