Lost recovery codes and unable to log in anymore

Shopify Discussion
1

Hi,

I am unable to log in because I lost my phone and I no longer have my recovery code, I cannot get around the two factor authentication. Tried the google chrome incognito window, still do not see the option of “I do not have an account”. Please help!

My email is lisatelier.business@gmail.com

Can I get assistance with this soon?

Thank you so much!

2

Hi @ineedhelphere ,

Thank you for reaching out to the Community. I’d be happy to provide some assistance with accessing your shop, to ensure this gets resolved.

When it comes to account specific inquiries like this one, you will want to connect with us directly. This will allow for our advisor team to take a closer look as we don’t have access to any account specific information through the Community.

To connect with us, you can:

  • Head over to our Support Page.
  • Select the **'**I don’t have an account’ option.
  • Select the topic ‘Starting a store’.
  • Scroll to the bottom of the page to view all available support options.

As you mentioned being unable to see the ‘I don’t have an account’ option within our Contact Page, I’d encourage you to attempt some local troubleshooting. This will help determine whether or not the issue is related to a browser error. The troubleshooting steps include:

  • Clear your Cache and Cookies.
  • Access the shop in an Incognito Tab.
  • Try accessing the shop from Another Browser (i.e Chrome, Firefox, or Safari).
  • Try Another Device.
  • Try accessing from the Shopify Mobile App.
  • Try Restarting your device.
  • Make sure your device is Up To Date.

If after attempting all of the steps outlined above, the issue persists, please let me know. I look forward to hearing from you and please let me know if you have any other questions or concerns.