Hi, I have lost my recovery codes and no longer have the authenticator can support contact me regaring this , the account I need help with is a work account
Topic summary
Access lost to a work Shopify account due to missing authenticator and recovery codes (two-step authentication/2FA). Another merchant reports a similar lockout because 2FA is tied to an ex-employee’s email and phone.
Support guidance provided:
- Search local files for saved recovery codes (file name: “shopify_recovery_codes”).
- If none found, send a private message to Shopify Support via Facebook or X (Twitter) for direction.
Follow-ups: The original poster did not save codes and says X Support redirected them to the Help Center without clear next steps; they request concrete, faster help. The second merchant cannot reach a human and cannot post new threads, calling the AI bot unhelpful and asking for direct human assistance to regain store access and change login details.
Status/outcome: Unresolved in-thread. Suggested actions are to locate recovery codes or contact Support via social channels. Key open question: the exact account recovery process when neither the authenticator nor recovery codes are available, particularly for work accounts or ex-employee-controlled credentials.
Hi, @Eni09 !
Thanks for reaching out in our Community Forums and for sharing your concern, I’d be happy to help.
I understand that you are having some issues with your authentication and are unable to access your account. My first suggestion would be to check if you have any recovery codes for your account when you were setting up the two-step authentication on your end. You can try searching your computer’s downloads folder for a file named “shopify_recovery_codes”.
If you are still having issues, kindly send a private message to our support team via Facebook or X (Formerly Twitter) and we will be able to point you in the right direction.
Thank you!
Hi Mac , unfortunately I haven’t saved the recovery codes.
I reached out to the support in X and they directed me to the help centre.
How is this done now?
Is it not possible to do something and actually help me?
Im looking forward to having this issue resolved asap
Hi, we are unable to access our Shopify Store because it is tied to an ex-employee’s email and phone for two-factor authentication. I can’t access support, or post a new discussion on this site, the AI bot is horrendous/unhelpful. I need to speak to a human who can get us access to our store to change the login information.