Hello, I am unable to reach your support team as suggested in a previous request for help concerning access to my original store. The link or supposed link for the " Get Support section to view available contact options." is not working. I was told to contact support and ask them for support but even contacting or finding them has become another problem in itself. Could you please assist in getting me into contact with the support team so that I can get back into my original store and continue working.
I appreciate the context that you have shared with us as that is very helpful! Could you attempt to clear the cache on your browser and try this action again? In some cases, clearing the cache on your browser can fix minor issues that you may experience in the Shopify admin.
If the issue persists, can you attempt to use a separate browser to see if that allows you to use the option to Get Support? For example, if you are using Safari - try this action on Google Chrome.
Hi Ollie, thanks for your suggestions, I’ve cleared the cookies and cache on my end but still no luck, I was told to contact them for assistance with removing the 2nd authentication method from my original store/account, I no longer have the phone number used for receiving verification codes. So I can’t access my account/store now.
This is where I’m stuck at when trying to log into my 1st account, (see screenshot below) the option to try another authentication method is not active or highlighted for me to choose. Again my phone is missing so I cannot access the code required for authenticating me to get back into my store. Not fun having to repeat this dilemma over and over to get help when I’m paying to use the service monthly but can’t access it because no one will simply assist and remove the authentication method from the account as told to me from the last person so I can get back in and get to work. Your help would be greatly appreciated.
I’ve also reset my password for the email for the account. Again after resetting the password the 2nd level of authentication is prompted sending me a verification code I cannot receive because my phone is missing. I was told to contact support but that only leads me back here can you or anyone on your team simply get me in contact with support or just have them remove the other level of authentication from my other account.
Clear cache and cookies has done nothing, I have already tried that as I am a former tech support worker. What I need is to have 2 factor authentication removed from my original account so that I can actually finish working on my website. The problem is the phone is missing that receives the text prompts for authentication, thus preventing me from using your service I pay monthly for. I’ve been getting sent in circles to resolve this and nothing is working. Can someone contact me, get my email from my other account and remove the 2nd layer phone text authentication method please?
Thanks for the quick responses and providing that context.
Looking into this, if you are unable to successfully receive your 2FA codes - we can assist you further with getting access to the online store. Since I cannot authenticate you for the store over the Community forums due to the sensitive information that needs to be shared, I am unable to look into the specifics.
In this case, it would be best to speak with our live support by completing this form. Once the form is completed, you should see the options to speak directly with a Support Advisor about the situation.
