How long should it take "elevated" support get back to me about disabling the 2FA function

Shopify Discussion
1

How long should it take for Shopify “elevated” support to get back to me about a login issue with 2FA?

I have not been able to login because my Authorization codes are expired or used.

I reached out to support to have them disable the 2 FA and then I can sign in .

It has been 6 days and still no one has helped me.

I have “chatted” with them for 4 of those days and they keep giving me the same answer…

my case has been elevated but I don’t get any email or call from the “elevated support”

Is this normal support timeline for “elevated support”?

2

Hi, @Brooks11

Thanks for bringing your situation to the Forums.

Currently our escalated team is currently quite backlogged. They are working through their queue as quickly as possible. Unfortunately, as each situation is unique in nature, we can’t give a specific time frame due. We do sincerely appreciate your patience.

In the meantime, when you enabled 2FA you were provided 12 emergency recovery codes to download and print out for these situations. These codes allow you to bypass the 2FA. I recommend checking your downloads folder, as if you downloaded these codes you won’t need to wait for our team to assist.

3

I am going through the very same issue. It has been misery trying to get sincere help from shopify or a clearer timeframe. My business is my livelihood and this is the most inhuman ‘customer support’ I’ve ever encountered. When will you be able to genuinely help us Shopify?

4

Hi,
Thanks for recommending using the 12 emergency recovery codes. I have that
list and have used it,but now they don’t work at all.

The authorization codes are either expired or have been used once already
and they don’t seem to work a second time.

Is there a way to get a temporary recovery code?

Thanks for your help!