Hello, can anyone tell me how to get into my shopify store, if I can’t get the second layer of protection to my new phone number? How can I change my number to the new number if I can’t get into my store? They keep sending it to my old phone number. I don’t know my authentication code. What can I do? Please help.
Try to contact with the support cell by using store email id . or
Have you tried to contact with the email id ?
Hi @HenryD1
Thanks for reaching out here.
I understand that you are having some trouble with getting access to your account, as you cannot get past the two-factor authentication step. I’d be happy to steer you in the right direction.
You asked about changing the number used to authenticate to a new one - it is not possible to change your two-factor authentication method yourself, unless you can get access to the account. If the codes are being sent to your old device, and you do not have access to that device or your recovery codes or a backup method, then we will need to assist you.
You can reach our support team by using this link here. If you are unable to login via that help center link, then you will need to choose the ‘I don’t have an account’ option underneath the green login button. Our team will gather some information from you, and then explain the next steps.
Let me know if you are having any difficulty using that link to reach us, and I can explain further!
Hello Rick, my Name is Dequana Rose. I open a store up in my Husband name so I could communicate with someone here on Shopify. My Store name is Dees Beauty Supply, Well I bought a store a while back names Worlds Beauty from someone. I got into the store and started transferring the information. I got a new phone number which is the 318-489-2909 number. My old number was 318-237-9190 and every time I login the send the second authentication code to the 237-9190 number. I have been trying to get in for months now and Shopify has been taking the money out of my account for months. It is very frustrating because I am spending money but not making money. It is super hard to speak with a live person, so I can get this matter resolved. How can I resolve this? Can you please help me today? my number is 318-498-2909. Or you can email my husband email which is henryrose48@gmail.com but I put my phone number in when I created the account. I hope I didn’t confuse you. Thank You in advance!
Hi @HenryD1
Thank you for providing this extra information about what is happening, it’s much appreciated.
I understand that you are not receiving the two-factor authentication codes due to changing your phone number - I’d be happy to explain the next steps for you.
While I appreciate you going to the effort of including your email address and phone numbers, I would recommend editing your post to remove them, as this is a public forum for all to see. It may lead to some unwanted spam etc, so it’s best to remove any personal info.
I would love to be able to help you here, however we have no access to any of your account information. In order to get the ball rolling with resolving this, you will need to contact our support team directly via this help center link.
If you cannot login using the above link, you will need to select the ‘I don’t have an account’ option. After that you need to select a support topic, and possibly a sub-topic. After doing that, you will be presented with the contact options including email, live chat and phone callback whenever it is available.
Once you get through to our team, we will need to gather some information from you in order to process your request but the support advisor can explain all of the steps involved. If you continue to experience problems with getting in touch with our team via the help center, let me know what stage you are getting stuck at and we can troubleshoot this further together.
If only it were this easy. Been with Shopify 6 years, hate to think how much I have paid in those years yet am treated as worthless. 2 factor authentication turned on by error, Shopify error, on my store. Been locked out for 6 days now, extract from latest support conversation:
16:35 ***** (Support Advisor): Okay, so just checking this ticket for us - I can see that this matter was escalated up to our Accounts Team to request that the two step security be temporarily disabled. They do have eyes on the matter and will reach back out to you as soon as possible.
16:36 ME: That is what you have been telling me from the start and it hasn’t happened am I supposed to wait for eternity
16:37 ***** (Support Advisor): They will respond as soon as they can. Their response timeline will vary depending on how many open requests they currently have - but do know that they will contact you directly with next steps."
Seriously, 6 days for support to do something that other companies can do in minutes. Can’t process orders, alter stock levels, can’t even hang up a “Closed for maintenance” sign to stop customers ordering items we can’t supply. Cost us $$$. Spending time building another site elsewhere as fast as we can. Support has plummeted with Shopify lately, hard to think of a much more urgent request than this but almost a week and zero.
Hi @Nitsa2
Welcome to the Shopify Community.
Thank you for bringing this to our attention. I am sorry to hear that you’ve been locked out of your account for several days and that you feel you haven’t received a satisfactory response from our support team.
I understand that this is a critical issue that is negatively impacting your business. Based on the information you have provided, it sounds like this matter has been sent over to one of our internal support teams, and they are working on your request so that they can provide a resolution to your two-factor authentication issue.
Feel free to quote your support ticket number to me here, and I would be more than happy to check in with the team handling it to make sure they have everything they need. I won’t be able to access the ticket or provide an update (as we cannot access account information here via the Community) but I can certainly leave a note with the team. You can also feel free to reach back out to our support team at any time and one of our advisors would be happy to check in on the status for you.
I know that having to wait for a reply to a support ticket like this is not ideal, however wait times can vary depending on several factors such as the current demand the team is experiencing, and also the complexity of the situation. I appreciate your patience and understanding during this time and I can assure you we are doing everything we can to help resolve this issue as quickly as possible.