Help Us Remove the Two-Step Authentication for Login

Shopify Discussion

Topic summary

A user is locked out of their Shopify account because they cannot receive the 6-digit verification code for two-step authentication. The issue appears related to using a China-based phone card, and they did not save recovery codes.

Current Status:

  • Shopify’s Account Security Team contacted them for final verification to remove two-step authentication
  • Verification process was completed, but no response has been received yet
  • The user considers this urgent due to inability to access their account

Community Suggestions:

  • Contact Shopify Support via Twitter to expedite the process
  • Continue following up with the Account Security Team via email
  • Wait for response as the team should reply soon after verification completion
Summarized with AI on October 23. AI used: claude-sonnet-4-5-20250929.
1

A few days ago, my phone started being not available to receive the 6-digit verification code when I logged in to my account, probably because my phone card is China’s card. And I didn’t save the recovery codes either. So now I can not login to my account.

I’ve submitted this issue to the Shopify Support and yesterday, the Account Security Team had contacted us in the morning on the final verification process for removing two-step authentication for our account. We completed the verification process in time, but until now, we haven’t receive any reply from them. So is there anyone who can help us with this issue, because the login issue is really urgent for us? Thank you so much!

2

Hello there @chinatraveltime since you’re already at the last stage, I’d say you reach out to their Shopify Support account on Twitter with the relevant details to try and finish it up quicker through that medium if they respond on time.

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3

Like what Bundler-Manuel here said, you can go on following via email with Shopify Account Security Team. I can feel that they will respond to you as soon as possible once you finished the verification process.

1 Like