Traded in my phone and my authenticator app did not transfer for shopify. I can’t get connected to Support Advisor in the help chatbot. I am not able to log into my store due to two-step authentication. How is there no option to just email for help?
Topic summary
A user is locked out of their Shopify store after trading in their phone without transferring the authenticator app for two-step authentication. They cannot access recovery codes or connect with Support Advisor through the help chatbot.
Suggested Solutions:
- Access Shopify’s contact form at help.shopify.com/en/support/login (log out first if needed)
- Reach out via Twitter/X @ShopifySupport for potentially faster response
Status: The issue remains unresolved; the user needs direct support from Shopify to regain account access.
Hi @jasonsmith
try accessing Shopify’s contact form: https://help.shopify.com/en/support/login (log out first if needed) or try contacting Shopify via social media (Twitter/X @ShopifySupport) — they sometimes respond faster there.