How can I recover lost Google Authenticator codes?

Hi @Ted please help me out I am facing this issue I have actually reset my Google authenticator and I don’t have access to my authentication codes I am locked out of my account please I need help

This is my first ticket number : 37424268

Also these are also my ticket numbers with Shopify chat support

37425555

37450453

37462550

I have already talked with chat support and they are all saying the same thing that someone will reach me but nobody has reached me yet so please reach me

This is my Virtual assistant’s account because I have lost access to my Store because of authentication but my VA still can access the account with limitations so posting it here with his help so you guys can help me please

Hi @Haad12

Thanks for posting this on the Shopify Community - you are very welcome here. I’m sorry for what’s happening to you.

Only Shopify can really help you in this case. I suggest you wait for their team to answer you. I will tag some of them here so you can have an official answer. Hey @Rick_14 , we need your help here? Thanks.

I suggest you try Authy the next time you need 2-step authentication app. Here’s a comparative article for more details.

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Please just help me if you know someone from Shopify Team because I am very depressed

Hi, @Haad12 .

I completely understand the urgency to get back into your account. If you’ve already reached out to our support team, you’ve taken the right steps to get this resolved. One of our escalated teams will need to help you reset your two-step authentication. While we try to respond quickly, it can take a bit of time in some cases depending on how busy the team is and the work they need to do to help with your account. The best thing to do going forward is to wait for our team to reply. I know it’s not ideal to wait longer, but I can assure you someone will get back to you as soon as they can.

In the meantime, if you can find the recovery codes you were given when you first set up two-step authentication you can get back into your account sooner. This page has more information on two-step authentication recovery codes.

Thanks @Erin_1 @ for the update but I just received an update from Shopify that they’ll be setting up Direct debits after 10th April and the sad part is I’ll be needing to login to set that up as well I am super depressed nobody has gotten back to me it’s been 4 days can you please tell your team to please Get back to me on those tickets it’s super urgent as my account is still fulfilling orders Because of Virtual assistants staff account and I am writing you here from his account as well because I don’t know where to go waiting is seriously damaging my mental health as I spent 2 years of my life building this store & it’s my bread & butter I can’t just wait to see my store dying please I need some serious urgent help I am in super Depressing state of mind & now this 10th April deadline has came you tell me how would I do that if I can’t login please tell them this is super serious my life is depending on this store :sob: :sob: :sob: :sob: :sob: :sob: :sob: :sob: :sob: :sob: :sob: :sob: :sob: :sob: :sob: