Hi. I have been strugguling to log in.
For some reason I don’t get the 6 digit authentication code..
Been trying to get help but nobody answer.
Live support chat doesnt work anymore. Nobody there but chatboot.
Anyone can help what is happening?
Topic summary
Multiple Shopify store owners are locked out of their accounts due to not receiving 6-digit SMS authentication codes during login. The issue has persisted for several days, affecting users’ ability to access their stores and manage their businesses.
Key Problems:
- Two-factor authentication (2FA) SMS codes not arriving
- Recovery codes also failing to work
- Live chat support unavailable, only AI chatbot responses
- Email support responses delayed by days
- Issue affects multiple devices and browsers
Attempted Solutions (unsuccessful for most):
- Using incognito/private browser windows
- Clearing cache and cookies
- Trying different browsers and devices
- Contacting support through various channels
Outcomes:
- Some users received help after days of waiting, with Shopify Support manually resetting SMS connections (requiring 15-hour wait before retry)
- At least one user (ryanfergusonhq) regained access after support intervention
- Others remain locked out awaiting responses
- Users express frustration over lack of human support and business impact
Status: Ongoing issue for some users; resolved for others after support ticket escalation. Not related to browser caching as initially suggested.
1 Like
I’ve been having similar problems. The recovery code doesn’t work either. I don’t know if it is anything to do with the AWS outage. That said, log in has been troublesome for a couple of weeks. I am still logged in on my phone but there is a limit to what I can do on that.
Looking forward to a solution too
It loged out me on every device. I really need this solved @Shopifyhelp Our work depend on it.
1 Like
To resolve the issue of not receiving the 6-digit authentication code when trying to log in to your Shopify store, use an incognito browser window to access the Shopify Help Center, choose “I don’t have an account,” and contact support directly explaining that you’re the store owner, not receiving the authentication code, and no longer have access to recovery codes. so they can verify your identity and help reset your two-step authentication.
Let me know if you don’t still get it
2 Likes
I typed I can’t access my account in this search into this page then clicked Chat with us bottom right. Have lodged an email with support
I tried many ways. Did the incognito. It Did’nt worked 
It did not worked either. Is no chat book on the bottom right for me
This is the reply I get when I ask the question at the top
Im really trying everything. Keep getting back to square one. And no support frpm @Shopifyhelp This is getting really annoying
what happens when you click Contact Support?
I’ve also had this issue for almost 3 days. Posted on another thread. At a total loss of what to do next. Have seen some reviews saying it can take weeks/months for Shopify support to sort this issue - if they ever do. Cannot speak to a human. Terrible service - some people depend on this platform for their livelihood and cannot be waiting around for this long. I understand the AWS outage and occasional breaks, but the lack of reassurance or communication is maddening. The AI chatbot is useless and leaves you wanting to quit and move elsewhere.
Can anyone help?
Just a boot to send email to support team. But no answer for days now
My post from the other thread, in case I dropped it in the wrong area:
I have been unable to login to my store for almost two full days now.
I’m not receiving 2FA texts to complete the login process.
Unfortunately, I have not downloaded the recovery codes, either, so I’m effectively locked out of my store, which is majorly frustrating and stressful.
I have tried dozens of times from different browsers and devices; cleared browser history and cache; tried incognito tabs; reset password; and restarted phone - all to no avail.
I sent two emails to Shopify support yesterday expressing the urgency, but have not received any response and cannot speak to a human. I received an automated support ticket with a number but there’s no way to check the status of this.
The only thing I can think of now is posting here and hoping somebody can help.
I appreciate this may be related to the AWS outage, but the Shopify status page says everything is fine. The lack of support has me really questioning whether I want to continue with Shopify. The AI chatbot sending me around in circles feels despairing.
Please can anyone help?
I’m based in the UK, FYI.
Try and clear all your cache the problem might be from your browser and restart again
It is definitely nothing to do with cached items. I have tried different browser, gone incognito.
Thanks, but tried that and still doesn’t work. Tried multiple browsers, devices, etc.
Aargh! This is my business and I can’t afford to have Shopify keel over like this. I have had an email acknowledgement to my query, but whether I get any actual solution remains to be seen.
I hove found logging in a bit flacky for at least two weeks, but I did always get in.
I feel your pain! I have probably tried to login around 100 times over the last 3 days, to no avail. Support gave me an automatically generated ticket number but it is basically pointless. Seems to be very few humans working on customer services at Shopify! I’ve even tried messaging them on X but no reply there, either. Don’t know what else to do other than sit and wait - an option I don’t really have!