I CANNOT LOGIN TO MY ACCOUNT

Shopify Discussion

Topic summary

A user has been locked out of their Shopify account for months after losing access to their Microsoft Authenticator app during a phone update, with no backup recovery codes saved.

Core Issue:

  • Cannot complete two-factor authentication (2FA) to log in
  • Has attempted to contact Shopify support via email for months without receiving responses
  • Support tickets are created but require login to view them, creating a circular problem

User’s Goal:

  • Regain account access to cancel subscription and leave the platform
  • Has full access to backup email and business documentation

Current Status:

  • Created a new Shopify account solely to post support requests in the forum
  • Shared a screenshot showing the 2FA authentication barrier
  • One responder misunderstood the problem, suggesting the user simply check their authenticator app (which they’ve already explained is inaccessible)

Unresolved: No effective solution has been provided; the discussion remains open with the user still unable to access their original account.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
1

It has been months that I cannot access my account. Shopify SUPPORT is designed by people who didn’t think anything through. You need to login to view your ticket, or even talk to someone. What if you cannot login? Has anyone thought of that? I am so done with Shopfiy. All I want is to login and cancel my account and move away from this stupid platform. I have been sending emails for months to Shopify to ask them to help me recover my account. I have full access to my backup email, my business info and licenses and so on. NOBODY RESPONDS!!

I had to create a new account to be able to create support tickets.

1 Like
2

Hey @sadrakh7 ,

We are sorry that you are facing issue with our platform to login. It’s very important for us to deal with your concern.

Would you like to share a little about that what actual issue you are facing while logging in the account. A screenshot can be helpful.

Looking forward to hearing back from you.

Thanks

3

It has been months that I cannot access my account. Shopify SUPPORT is designed by people who didn’t think anything through. You need to login to view your ticket, or even talk to someone. What if you cannot login? Has anyone thought of that? I am so done with Shopfiy. All I want is to login and cancel my account and move away from this stupid platform. I have been sending emails for months to Shopify to ask them to help me recover my account. I have full access to my backup email, my business info and licenses and so on. NOBODY RESPONDS!!

I had to create a new account to be able to create support tickets.

4

sadrakh7_0-1749929570298.png
sadrakh7_0-1749929570298.png1919×983 208 KB

I have updated my phone and forgot to backup my Microsoft Authenticator, also do not have my recovery codes. I contacted shopify multiple times, but it only creates support tickets without any reply. It requires me to login to my account to view my support tickets

5

It’s super easy to login it. Just check your Authentication app and you probably get the 6 digits code their. Just make sure paste it in the input box.

Let me know if you are facing issue while receiving the 6 digits code?

Thanks