I am currently locked out of my Shopify account even though they continue to bill me. I am extremely pissed off. I do not have my recovery codes because I lost them when I get a new device. I have tried using their chatbot and nothing works. I cannot reach anyone at this company even though they are still just taking my money every month and thwarting my business. Absolutely horrendous customer service and policy.
@jdstroud Hi,
Sorry to hear you’re dealing with this I know how stressful it can be. Since this is an account and billing issue, only Shopify Support can securely resolve it. The best way is to go through the Shopify Help Center while logged out, then select Account → Login → Two-step authentication. That should route you past the chatbot and connect you with a Support advisor. They’ll verify your ownership details and can help restore access or pause billing if needed.
Hope this helps you get back in quickly.
Doesn’t help because I cannot login.
I totally get you — if you can’t log in, the “Help Center while logged out” suggestion feels like a dead end. What most people don’t realize is that Shopify has a manual recovery flow specifically for cases where recovery codes are lost.
Here’s what you can do without needing to log in:
-
Go to the Shopify Help Center while logged out.
-
Choose: Account → Login → Can’t log in to Shopify.
-
From there, select “I lost my two-step authentication method” — this routes you to a form where Support can manually verify you with ID and billing info (not recovery codes).
If the form isn’t showing for you, another workaround is to contact Shopify via their official Twitter/X support handle (@unknownuser4567) or Facebook page. Those teams escalate straight to the identity verification team — which bypasses the login wall completely.
Is this quite clear?
You still need to pay for the previous cycle billing that was created on your stores before you close them.
Hi @jdstroud ,
I see that you mentioned you’re still being charged every month. Could you let me know how many months you’ve been charged since your store was locked out?
Looking forward to hearing from you!
Best,
Felix
I am not sure. When I try logging in via myshopify.com/killsurfcityvtg it says my store does not exist, yet when I search killsurfcityvtg.com it is there. I cannot login and I am locked out. I just want back in.
Hi there, I totally understand how frustrating that must feel — being billed while you can’t even access your own account is really stressful. Since you’ve lost your recovery codes and can’t log in with your new device, the fastest way to get this resolved is to reach Shopify Support directly through their account recovery form. It lets you verify your identity and request access back into your store even without the recovery codes.
Here’s the link: https://help.shopify.com/en/questions#/contact/account_recovery
Once you submit it, their support team will review your request and contact you by email. I know the chatbot can be frustrating, but this form goes straight to the right team.
Hope you get access back quickly!
Sinh Developer, from Tipo