We’re a Shopify Partner agency and have been locked out of a client’s store for 5 days due to a 2FA issue with Google Authenticator.
We initiated the account recovery process through the official channel. We’ve replied to Shopify’s recovery email 5 times with no response. Live chat told us to wait.
Case ID: 258553d4-c61a-4ca3-bfbc-f98c4abe4206
This is blocking our client’s business. Has anyone experienced this and found a way to escalate? Is there a direct contact for Partner support?
How, can you get access to the store without 2FA, indeed try to talk to support if they didn’t reply, try to contact them with an another store and tell the issue.
hi! we can access it because we are already logged in. but when we need to transfer a store o make any other “big” change, this 2FA is required!
hi! we can access it because we are already logged in. but when we need to transfer a store o make any other “big” change, this 2FA is required!
Hi @Emergingg
Since you’re already logged in:
Go to Profile → Security → Two-step authentication and add a backup method (like SMS, an authenticator app, or biometric login).
Shopify might ask to verify using 2FA before making changes. If that happens, look for the option “use a recovery code instead.” You can use the 12-digit recovery code from the file you saved earlier to continue.
If you’re able to access the Security settings, add a backup method right away. Then regenerate your recovery codes and save them.
If Shopify doesn’t allow you to make changes without the old 2FA then contact support
Open it in incognito if needed. The Shopify support team can verify your identity and remove the old 2FA so you can set up a new one.
Thank You
Try on this: https://help.shopify.com/en/
There is a chat with human button bottom right, i have had some good support from this.
Best