I'm not receiving my Shopify Code via SMS

Shopify Discussion
1

Dear Shopify Team,

Good day. I am writing to inform you of an urgent concern that I would like assistance from you.

Yesterday, I got logged out of my Shopify. So normally, I tried to log back in through the “Log in via Gmail” option. After having placed my email, it said that I need to input a six-digit verification code that was sent to my phone number. I waited for a few minutes for the code to be sent, but I did not receive it. As a response, I requested that the code be sent again. But the same happened.

Attached is a screenshot of how the login page looks like. Although there is a “Use recover code” method, I’m afraid this is useless on my end because I don’t recall ever downloading a recovery code for this.

Screen Shot 2024-07-17 at 11.16.41 PM.png
Screen Shot 2024-07-17 at 11.16.41 PM.png445×363 14.9 KB

With that, I am kindly asking if you can kindly assist me on this matter please? I just can’t seem to receive the code no matter what I try. I have also tried restarting my laptop and phone, as well as using a different browser for logging in-- but unfortunately none worked. Can you please help me on this matter? I badly need to access my Shopify as I need it for my work.

I am hoping for your fast response. Thank you so much.

2

Hello @slas13

Yes, These kinds of issues happened same with me previously.

There are some tricks you can try.

  1. If you have a recovery code please use it for one time and then add an Authentication code to log in instead of an SMS one.
  2. Or click to Use a recovery code button and then click to SMS to mobile - This helps sometimes.

Thank You

3

Hi @slas13 ! Welcome to the Shopify Community.

You can check out this help doc and complete any troubleshooting steps to try and resolve not receiving your SMS codes. After you complete the troubleshooting steps, if you are still not able to log in, please contact our support team so they can help you with this. Scroll down to the support options, and select the chat with us option. Please let me know if you have any trouble connecting to our support team.

1 Like
4

Hello @Kitana

Is he able to connect with Shopify Support without logging in?

Thank You

5

Thanks for checking, @aBox_Agency ! The link Kitana shared should allow them to create a support ticket without logging in. @slas13 , if you encounter a problem while attempting to contact support, please let us know and we’ll help you out. We’re here to ensure you get the support you need!

1 Like
6

Thank you for your reply! Unfortunately, these didn’t work for me.

7

My pleasure, @slas13 ! What’s preventing you from creating a support ticket?

8

HI Kitana, thank you so much for your help. Unfortunately, none of the troubleshooting steps worked on me. I have contacted customer support as you have suggested, but it seems that we’re just running in circles. It’s tiring at this point.

9

Hi, @slas13 !

I’m sorry to hear you’re still having trouble. When you created a support ticket, was your issue escalated? If so, it is in the right place. If not, please use this link to contact our team.

Thank you for your understanding!