How can I disable two-factor authentication if locked out of account?

Technical Q&A

Topic summary

  • Issue: A merchant is locked out of their Shopify account for months after changing their phone number and can’t receive the 6-digit two-factor authentication (2FA) code. They can’t access orders or customers, request a temporary 2FA disable, and report unfulfilled promises of an email resolution despite multiple support contacts, stressing urgency due to ongoing site costs.

  • Guidance: A staff member explains account-specific assistance can’t be handled in the Community and directs the merchant to contact Shopify Support via the official help link to follow up on their open ticket. If the case is already escalated, they must wait for a response; a Two-Step Authentication help article is provided for context.

  • Status/next steps: No resolution within the thread. Action items are to reach Support through the provided channel and monitor the escalated ticket for updates. The issue remains open.

Summarized with AI on January 8. AI used: gpt-5.
2

Hi @olivia1118 ,

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 you to follow up with us on your open ticket, as we’re unable to provide account-specific support via the Shopify Community. We will also be able to confirm the appropriate steps have been taken to ensure this gets resolved as quickly as possible.

If you have followed up with our advisor team already and it has been advised that your ticket was escalated, then you will want to wait for our reply. While I can completely understand how that may not be ideal, our escalated teams are working as quickly as possible to ensure this gets disabled.

To learn more about this security feature, you can check out our Two-Step Authentication document as it touches on this further.

Please let me know if you have any other questions or concerns.