I’m locked out of my account- 2FA

Shopify Discussion

Topic summary

A user is unable to access their Shopify account after their two-factor authentication (2FA) credentials were deleted from their authenticator app.

Primary concern:

  • Need to cancel a yearly subscription but cannot log in

Attempted solutions:

  • Contacted Shopify’s AI help bot, which provided no assistance

Current status:

  • Issue remains unresolved
  • User is seeking direct help to either regain account access or cancel the subscription without logging in
Summarized with AI on November 2. AI used: claude-sonnet-4-5-20250929.
1

I am locked out my Shopify account due to the two factor authentication. The authentication deleted from my authenticator app, so now I have no way to access my store. This is an issue as I would like to cancel my yearly subscription.

I have tried to get help using the ai help bot available on your website, but it was no help at all. Please can I get help cancelling this as I have no access to my account.