I’m currently locked out of my website due to the 2 step authentication process, I don’t have access to my old number and I’ve been trying for a long time to get into my website. How can I turn it off?
Topic summary
Locked out of account due to two-step authentication (2FA) tied to an old phone number; requesting to disable 2FA to regain access. 2FA is an added security layer requiring a code from a trusted device/number.
Official guidance: account-specific changes (like disabling 2FA) can’t be handled via the Community and require direct contact with Shopify Support for identity verification and resolution.
How to reach Support:
- Go to the Help Center (help.shopify.com/en).
- In the virtual assistant chat, type: “I can’t log in.”
- Wait for the “I still need help” option to appear.
- Click “Account Support.”
- Scroll to start a chat with an advisor.
Status and next steps: No in-thread resolution; outcome depends on contacting Support through the above path. Further assistance is available if there are issues following these steps.
Hi @Bridiesel ,
Thank you for reaching out to the Community. I’m happy to provide some guidance on this request, to ensure it gets resolved.
As you require the two-factor authentication feature to be disabled, you will want to connect with us directly. This will allow our support team to take a closer look, as we wouldn’t have access to any account-specific information through the Community. They will be able to ensure this gets resolved as quickly as possible.
To connect with us, you can:
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Head over to our Help Center.
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In the virtual assistance chat box, please type I can’t log in.
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This will populate a few resources, where you can wait a few moments until you see the I still need help option.
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Click Account Support.
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Scroll down until you see the option to chat with an advisor.
Please let me know if you have any troubles with those steps outlined above, as I’d be happy to provide further assistance. I look forward to your response.