Help Us Remove the Two-Step Authentication for Login

Technical Q&A

Topic summary

A user is locked out of their Shopify account due to two-step authentication issues. Their phone (using a China-based card) cannot receive the 6-digit verification code, and they didn’t save recovery codes.

Current Status:

  • Submitted issue to Shopify Support
  • Completed final verification with Account Security Team
  • Awaiting response, causing urgency due to inability to access account

Recommended Actions:

  • Wait 24–48 business hours for Account Security Team response
  • Reply to the last email from the team (don’t open new tickets)
  • Check spam/promotions folders for responses

Key Limitation: Only Shopify’s internal Account Security Team can remove 2FA—community members and general support cannot expedite this process. The issue remains unresolved and ongoing.

Summarized with AI on October 23. AI used: claude-sonnet-4-5-20250929.
1

Is anyone here who can help us with the issue of removing two-step authentication for our account?

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

Hey there

I completely understand how stressful that can be getting locked out due to 2FA is tough, especially when it’s urgent.

Since you’ve already gone through the final verification with Shopify’s Account Security Team, you’re on the right track. That specific team handles sensitive cases manually, so it can take a bit of time before they get back to you usually around 24–48 business hours.

In the meantime, I’d suggest:

Reply directly to the last email from the Account Security Team (instead of starting a new ticket) to keep your case active.

Double-check your spam or promotions folders, just in case their response got filtered.

Unfortunately, no one here in the Community or general support can speed up or override the 2FA removal it has to go through that internal team only.

You’ve done the right steps so far, so I’d recommend giving it a little more time you should hear back soon.

Hamziify

1 Like