How can I regain access to my account without a recovery code?

Shopify Discussion

Topic summary

A user lost access to their Shopify account after changing phone numbers and no longer having recovery codes, preventing them from completing two-factor authentication (2FA).

Official Response:

  • Shopify’s automated system directs users to contact the Accounts team through the Help Centre
  • Users should indicate they cannot log in and still need assistance
  • The Accounts team can verify identity through alternative information and securely update login credentials

Ongoing Issue:

  • Another user reports the same problem, stating they’ve tried the suggested solution multiple times without success
  • Their account is currently frozen due to inability to access it with an outdated phone number
  • The issue remains unresolved for multiple affected users
Summarized with AI on October 31. AI used: claude-sonnet-4-5-20250929.
1

Shopify support,

I am unable to log in anymore since I changed my phone number and no longer have my recovery code. So it is impossible for me to pass through the two-factor authentification.

Moderator Edit

Please email me with a way to disable2fa !

Thank you,

2

Hi there @baoadvengcorp !

If you’re unable to access your security device and do not have a backup authentication method in place or access to your recovery codes then it will be necessary for us to have you work with our Accounts team to get you logged into your store.

You can reach out via our Help Centre here where we can start this process, and you can indicate when prompted that you are unable to log into your store and that you still need help.

There we can escalate your case to our Accounts team who will be able to verify your identity using some other information and get your login info changed over securely.

All the best!

3

NO i try that a lot of times and ame problem right now my account it frozen because i can not get inide do not have the phone number for the account any more please help