No text from 2 step verification

Technical Q&A

Topic summary

A store owner is locked out of their Shopify account because two-factor authentication SMS codes aren’t being delivered to their phone. Their recovery codes have expired, and Shopify support hasn’t responded to their emails, preventing access to customer orders.

Suggested troubleshooting steps:

  • Wait and retry, as the issue may be temporary (mobile carrier or Shopify SMS delivery problems)
  • Try accessing in incognito mode or a different browser
  • Contact Shopify Customer Support directly (typical response time: 48 hours)

Current status: The issue remains unresolved with no confirmed solution yet.

Summarized with AI on October 23. AI used: claude-sonnet-4-5-20250929.
1

Incredibly frustrating situation, I’m logged out of our store and I can’t log back in again as the 2 step verification SMS doesn’t come through. Nothing wrong with my phone, I have recovery codes but apparently they have expired and Shopify won’t reply to my emails. Any suggestions, I literally can’t access the orders in our store.

Thanks.

2

Hi @hbatten,

Sometimes this issue can occur due to temporary problems with your mobile carrier or Shopify’s SMS delivery system.

You can try again after some time, as it may resolve on its own.

If the issue persists, the best course of action is to contact Shopify Customer Support (Typical response time: 48 hours) for assistance in regaining access to your account.

Hope this helps.

3

You can try under incognito mode page or switch to another browser, then try again after waiting for some time. Sometimes it is the loading issue or the server issue on Shopify end.