No recovery code or authentication app access - Please Help!

Shopify Discussion
1

I need authentication help, so I can log into my store and make changes. I got a new device after my old one completely died taking the recovery codes with it and I never got to set up the app via a QR code. Can someone help or give a solution?

I’ve tried contacting support but the little chatbot just keeps going round in circles and I’m getting nowhere

2

Hey @DigitalPixels98 ,

If you’ve lost access to your Shopify store due to a device change and no longer have recovery codes or the authenticator app set up, don’t worry—there’s a way to resolve this. Here’s what you can do:

Steps to Regain Access1. Start with Shopify Login

  • Go to the Shopify Login page.
  • Click on “Having trouble logging in?” to see recovery options.

  1. Contact Shopify Support
    If the chatbot isn’t helping, try these tips to reach a real person:

    • Go to Shopify Help Center.
    • Log in if possible, but if you can’t, click “I don’t have access to my account.”
    • Enter “I need to speak to support” in the chatbot until it offers the option to contact a human.
    • If you still struggle, open the page in incognito mode or try a different browser.

  2. Provide Verification
    Shopify support will need proof that you own the account. Have the following ready:

    • Your Shopify account email.
    • Your store URL/name.
    • Billing details (last 4 digits of the card used for payments).
    • Any additional business information, like a tax ID, if requested.

  3. Request 2FA Reset
    Explain your situation:

    • Your old device is gone.
    • You no longer have the recovery codes.
    • You weren’t able to fully set up the authentication app.

    Shopify support can disable two-factor authentication temporarily after verifying your ownership.

  4. Log Back In and Reconfigure Security
    Once access is restored:

    • Set up two-factor authentication again and save your recovery codes securely.
    • Consider using an authenticator app with backup options like Authy or a password manager.

If You’re Stuck:- Check Email for Shopify Messages: Shopify might have already sent recovery instructions to your email.

  • Social Media for Help: Shopify’s Twitter support (@ShopifySupport) can often respond faster if you explain your issue there.

This situation is frustrating, but Shopify’s support team is equipped to help you get back in. Let me know if you’d like further assistance—I’m happy to help guide you through this!