Not receiving two-factor authentication (2FA) SMS to finish login

Shopify Discussion

Topic summary

A UK-based store owner has been locked out of their Shopify account for nearly two days due to not receiving 2FA SMS codes needed to complete login. They lack backup recovery codes, making access impossible.

Troubleshooting attempts (all unsuccessful):

  • Multiple login attempts across different browsers and devices
  • Cleared cache/history, used incognito mode
  • Reset password
  • Restarted phone

Support challenges:

  • Two urgent emails sent to Shopify support with no response
  • Unable to reach human support; AI chatbot unhelpful
  • Received automated ticket number but cannot track status

Current status: The issue remains unresolved. One respondent confirmed only Shopify Support can resolve this and recommended persistent follow-up every 2-3 days until receiving a response. The user suspects possible connection to an AWS outage, though Shopify’s status page shows no issues.

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

Hi,

I have been unable to login to my store for almost two full days now.

I’m not receiving 2FA texts to complete the login process.

Unfortunately, I have not downloaded the recovery codes, either, so I’m effectively locked out of my store, which is majorly frustrating and stressful.

I have tried dozens of times from different browsers and devices; cleared browser history and cache; tried incognito tabs; reset password; and restarted phone - all to no avail.

I sent two emails to Shopify support yesterday expressing the urgency, but have not received any response and cannot speak to a human. I received an automated support ticket with a number but there’s no way to check the status of this.

The only thing I can think of now is posting here and hoping somebody can help.

I appreciate this may be related to the AWS outage, but the Shopify status page says everything is fine. The lack of support has me really questioning whether I want to continue with Shopify. The AI chatbot sending me around in circles feels despairing.

Please can anyone help?

I’m based in the UK, FYI.

Thanks.

2

This can only be done by Shopify Support Team, and you can go on contacting them regularly every two or three days, until they respond. It is sad to hear your experience here, but there is no other practical way for now.