How can I restore my Shopify account if I can't access my old phone number?

Shopify Discussion
1

Hello

i try to log in to my shopify store and shopify sends some code to my old mobile number that i dont have anymore

how can i restore my account now?

2

Hi @Nezz1

Thanks for reaching out here!

I understand you are having some trouble with accessing your Shopify account due to two-factor authentication issues - I’d be happy to explain the next steps.

If you don’t have access to the old number where these two-factor authentication login codes are being sent, then you can try using one of your recovery codes that would have been made available to you when two-factor authentication was enabled on your account.

If you don’t have these for whatever reason, then we will most likely need to step in to help you get back into your account. You can use this link here to reach our support team directly through our help center, and you can explain what is happening. We’d be happy to gather some information and explain what happens next.

If you also cannot login via my help center link above, then you will need to choose the ‘Can’t log in to your Shopify account’ option to proceed.

When you do get back into your account, I would highly recommend saving your recovery codes somewhere safe & secure, so that if this ever happens again you can get back into your account with limited interuption. Also, you could consider adding a backup authentication method to your account, so that if you don’t have access to your primary authentication method you can use a different one.

1 Like
3

Hello @Rick_14

i dont have any codes and the last link you sent to me doesnt make it clear for me

i need the shopify support to help me

i only have email and password and nothing else

4

Hi @Nezz1

Thanks for getting back to let me know.

I understand, and I would be happy to explain what you can do to receive help from our support team.

Using this link here you can access our support team contact portal via our help center. As mentioned previously, if you cannot login via the help center, then you can choose the ‘Can’t log in to your Shopify account’ option to proceed.

After you select the Can’t log in to your Shopify account’ option, you will need to then click the ‘I still can’t access my account’ button. After clicking this, you will be presented with a page that shows you some related articles, however if you scroll down to the ‘Get Support’ section at the bottom of the page, you will see the available contact options for our team - live chat is usually the recommended method for this kind of matter.

Once you are in touch with one of our support advisors, they will gather some information from you and explain the next steps involved in getting back into your Shopify account.

This should help to clarify the steps involved in contacting our team, but please let me know if you are still encountering difficulties when trying to use our help center, and I can do my best to help further.