Primary Issue:
Users are locked out of their Shopify accounts after losing access to two-factor authentication (2FA) methods—specifically authenticator apps and recovery codes.
Official Resolution Path:
Shopify Community moderators cannot access account details directly. The recommended steps are:
Ongoing Challenges:
Multiple users report significant delays:
Status: Unresolved for several participants; the discussion remains open with users seeking faster resolution.
Hi there,
I tried to find a way to contact gurus through the support center, but was led in a circle through the pages. Would you be able to guide me to regain access to my account? I don’t have access to the authenticator app or recovery codes. I’m creating this thread from another account.
Much appreciated!
Hi,
Better to reach out Shopify support https://help.shopify.com/en
Hi @MitchellWD40 @MitchellWD40
Welcome to the Shopify Community.
I understand that you are unable to login to your account as you cannot access your authenticator app or recovery codes for the two-factor authentication on your account. I’d be happy to provide instructions on the next steps involved.
Here on the Shopify Community, we cannot access any of your account information, so it will be necessary to contact our team via our help center. The steps for contacting our team are as follows:
Let me know if you are still experiencing issues with reaching our team, and we can explore further troubleshooting options.
Thanks for the message Rick!
I have been on the page a few times, but can’t find a way to get in contact with anyone. I get sent in a loop of selecting the appropriate topic, from which I get sent to other help docs.
Thanks for getting back to let me know. I’d be happy to help explain this in greater detail!
After you click this link to our Help Center, you will be presented with a screen prompting you to login to your store to get support. As you mentioned you were having issues logging in to your account, I am going to assume that you cannot use this login button - instead you can choose the ‘Can’t log in to your Shopify account’ option.
Once you click this option, it will bring you to a page that explains how to reset your password. As you won’t be able to do this step without access to your two-factor authentication, you can click the ‘I still can’t access my account’ button.
After clicking that button, you will be brought to a page that has some suggested articles, however at the bottom you will see a section called 'Get Support. Here, you should see an option to start a live chat by clicking ‘Chat with us’ - Can you please confirm if this is the case on your side too?
Clicking this option will put you in a live chat interaction with one of our support advisors. They will collect some information from you and explain the next steps involved in getting back into your account. Please let me know if you continue to experience issues reaching our team, and we can explore alternative troubleshooting steps if necessary.
Thank you very much for the detailed reply! Exactly what I was looking for. I was trying to walk through the steps on this account to get access to my other account, so the options I was seeing were different.
You are very welcome @MitchellWD40
I am glad you were able to follow these steps to reach our support team via the help center.
It sounds like you may have more than one Shopify account - in general if you’re experiencing issues with a specific account, try your best to be logged into that account when contacting our team via the help center. This will ensure our team has access to the correct information to assist.
However, if you are unable to login in order to reach our team via that account, then you can absolutely feel free to proceed without logging in as explained previously, and once you are connected with a support advisor, they will advise on the next steps involved in authenticating you on the correct store and assisting with the issue at hand.
Let me know if there’s anything else I can help with!
Hello,
I am experiencing the same issue as mentioned above and have been unable to access my store for the past 10 days. I have been in contact with the support specialists daily since last Monday, but unfortunately, there has been no progress. Each interaction ends with the statement that only the internal team has the capacity to address this issue and they will reach out in due course. Despite providing my government issued ID as requested last week on Monday, I have yet to receive any communication from the internal team. I promptly updated my passport data page upon their request, but my store remains inaccessible after 10 days of waiting.
I am frustrated with this lack of resolution. To bring this matter to your attention, I had to create a secondary account. Furthermore, my emails to your legal team have gone unanswered. My business and livelihood are at stake, and I feel that the situation is not being treated with the seriousness it deserves.
I kindly request that someone please assist in resolving this matter promptly. I recently switched my website to Shopify, but I am now considering migrating to another hosting platform that will prioritize and respect my business needs. Thank you.
Hello, @NikiA .
Thanks for joining the thread and bringing this to our attention.
We understand how important it is for you to regain access to your store. However, it’s important to note that we’re unable to provide account-specific support via the Shopify Community. We’d recommend getting in touch with our Support advisors through the Shopify Help Center and we’d be happy to check for an update on your existing ticket.
If you have any other questions, then don’t hesitate to let us know.
Hello Elias,
I have been in touch with your support team almost daily since last week. However, they have informed me that they are unable to assist with disabling the two-factor authentication on my account and have directed me to your interior team. Unfortunately, I have not received any response from your interior team since I submitted my ID 10 days ago. I was advised by a support agent to bring my matter here. I can share the transcript of my chat with him this morning with you.
As my business operates entirely online, this issue is significantly impacting my operations. I kindly request your assistance in disabling the two-factor authentication on my account so I can access it with my password only.
I appreciate your prompt attention to this matter as I cannot afford to have this unresolved for any longer. Thank you for your assistance.
Hi @NikiA ,
Thanks for the prompt response.
While I can completely understand how that may not be ideal, it seems the appropriate have been taken. If it has been advised to you that your request was escalated over to our internal teams, then you will want to continue to wait on their reply. It’s important to note that we’re experiencing a higher than normal volume of requests and will not be able to provide a timeline on when you can expect to receive a response. Rest assured, as soon as the teams working have an update they will follow up with you via email.
Here on the Community however, we wouldn’t be able to access any account details and/or expedite those escalations. The best thing you can do is continue follow up with us directly to see if an update becomes available.
Take care!
HI i have the same issue and my account its Latapatia31@gmail.com and i can not access because i lost my phone number with means that i do not have access to the account i cant make any paymets for the site and i can not fulfill my orders please help
Hi,
I have tried to use the live chat feature but it refuses to let me speak with an agent. I am currently unable to log in to my storefront because it is asking for authentication code which is not popping up in my app. It then asks for a recovery code and I do not have it. I need to speak with someone so I can log in to my account. I need to change plans and do not want to be charged for the plan I have, but cannot log in to change it. Please let me know what you need from me so I can get this fixed ASAP.
