No access to the Authenticator or access to the store

Technical Q&A
1

We have lost our Recovery Codes and No access to the Authenticator. Received the SMS because the number is wrong. HELP!

2

Click the “send email” link

https://help.shopify.com/en/contact/reset-password

3

Contact Shopify support directly. Look at maximus’s link. Give them the reason. They might ask for some docs.

4

Hey @girlsavvi ,

If you’ve lost your recovery codes, no longer have access to your authenticator app, and the SMS verification is being sent to an incorrect phone number, you’ll need to contact Shopify Support for account recovery.

Since two step authentication can’t be bypassed through the Community, Shopify Support will need to verify that you’re the account owner before they can help reset your authentication method. Be prepared to provide information that confirms ownership of the store, such as business or billing details, if requested.

Unfortunately, there isn’t a self service way to regain access in this situation without one of your existing authentication methods.

If you found my reply helpful, feel free to mark it as the accepted solution so it can help other merchants following this discussion.

Thank You !

5

Hi @girlsavvi ,
If you have lost your recovery codes, no longer have access to your authenticator app, and the SMS is going to the wrong phone number, you’ll need to contact Shopify Support so they can verify your identity and help recover your account.

Visit the Shopify Help Center and choose “I can not sign in” to start the account recovery process. Be prepared to verify ownership of the store.

Unfortunately, other community members can not reset two-factor authentication or change the phone number for you, but Shopify Support can guide you through the recovery process. I hope you’re able to regain access quickly.

6

It is very frustrating to lose Recovery Codes and no longer have access to your authenticator app. You’ll definitely need Shopify Support to help you regain access to your account.

Here’s what to do:

  1. Go to the Shopify Help Center and contact Shopify Support.
  2. Explain that you’re locked out because:
  • You no longer have access to your authenticator app.
  • Your recovery codes are unavailable.
  • The phone number receiving SMS codes is incorrect.
  1. Be prepared to verify your identity. Shopify may ask for information such as:
  • Your Store URL.
  • The account owner’s email address.
  • Business or billing details.
  • Other information to confirm ownership.

Unfortunately, if youy don’t have access to any of the avaiulable two-factor authentication methods, there isn’t a way to bypass them yourself. Shopify Support is the only team that can verify your identity and help restore access to your account.