Not receiving the 10-digit code

Shopify Discussion
1

I have not accessed my account for over three months, and the 10-digit code is not being sent to my email. I checked the junk mail as well and it was not there. I tried going through the help center but no success.

Any help would be appreciated.

Thanks

2

Hi there, @awolosik .

Welcome to the Shopify community. We appreciate you sharing your question here.

I’m sorry to hear you’re unable to receive your 10-digit code. This 10-digit verification code is put in place if it’s been over 3 months since you’ve logged in. The purpose of this code is to verify the account owner’s access and adds an additional layer of store security.

In order to look into this account-specific issue, you’ll need to create a support request via the Shopify Help Center. Our team may need to run a few test emails to see if they’ve been successfully received on your end, along with additional information.

How to contact Shopify Support in the Help Center:

  • Head over to the Shopify Help Center and log in to your store.
  • If you’re unable to log in, select Continue without logging in.
  • Select Account > Logging in from the topics provided.
  • Scroll down to Get Support to view our available support options.

If you have any non-account-specific questions, feel free to share them here!

3

Thank you Victoria for replying to my post.

I tried all of the suggestions prior to my post.

The issue is that I am not able to log in to my account. I had to log in to a different account just to access this forum.

  • If you’re unable to log in, select Continue without logging in

I tried this as well

  • Select Account > Logging in from the topics provided.

None of topics apply. All option just take you to the same page help page

https://help.shopify.com/en/support/login

  • Scroll down to Get Support to view our available support options

Again none of the option are helpful

The issue is that simply the 10 digit code is not being set to the email on the account:

sales@shoutoutcookie.com

It’s extremely frustrating, as I’m getting billed $46 CAD a month and I can not access my account.

Please let me know if you can provide any additional help to resolve this

Thank you

4

Thank you for the reply, @awolosik .

I completely understand your concern and would like to share more information on how to contact our support team.

When following the steps listed above and proceeding with Continue without logging in > Account > Logging in could you scroll down to the section that says Get Support? Under Get Support, you should be able to see our available support options. Please see the screenshot below for reference.

24-52-85978-54709
24-52-85978-547091920×929 63.9 KB

I recommend selecting the live chat option as it is the quickest response time. Our team will need to investigate the email on file and what next steps will be taken. Please let us know if you cannot see the support options under Get Support.