I can’t understand why Shopify make things so difficult for store owners.
I can log into this store with my ‘Partner’ credentials following a change where the account changed not to allow business partners or secondary access. It does allow Partners! You couldn’t make it up!
The shop owner hasn’t been able to login for an extended time. She is asked to attach a USB authenticator device, or she can choose another authenticator process. Her primary choice would be code through SMS. She is not familiar with USB authenticator devices, or the Google or Microsoft Authenticator Apps. BTW I’m not familiar with these either and prefer the simpler SMS approach.
She contacted Shopify and told to go to Stripe where she jumped through the hoops for driving licence and selfies etc. She finally got a verification code but that didn’t work either, and no instructions of how to apply the code.
So I thought I would post here with these details of how we can move forward, except it wouldn’t accept my credentials for this community. So I tried creating an account and got an email saying one already existed and I should get a lost password link.
Fair enough but when I used this link, the response is “Oops! The link you used no longer works”.
The chat suggested I used the link in a private tab, which I did and I was able to re-enter the original password. But why?
Why does shopify make things so difficult for store owners, and indeed anyone using Shopify with a intent to seemingly waste an incredible amount of time?
It sounds like merchant activated two-factor authentication or some sort of passkey on his/her device. USB key is one of the authentication methods if enabled. It does not sound Shopify related.
Yes, it is related to 2FA. And I understand the principle. She is asked for a USB passkey, something she has never had. I had deleted all the cookies for Shopify and the same in a private tab. So this has to be Shopify related.
This sound like a low attention to crucial matter.
2FA is an industry standard for anything even remotely important.
When shop owner enabled 2FA (yes, it is required for Shopify payments, that’s why she was directed to Stripe for recovery) she was issued recovery codes.
If those were not misplaced, then using them is the way to log back in.
Also, one does not need USB authenticator – the system allows using a builtin authenticator like Windows Hello, or Apple Touch ID/Face ID.
I agree that 2FA is the norm. Maybe she should have taken more care but she would have naturally chosen SMS, which is not given as an option for her to sign in. Why not?
The verfication number from stripe is very different to the recovery codes that were provded by Shopify and since lost. It’s a different length to the recovery codes and the verification code only lasts 15 minutes yet there is no method of entry on the Shopify site.
I think the question you should ask is why would Stripe be involved in Shopify merchant account login? Unless the merchant’s Shopify Payments details are in question, I see no reason for this, and I assume that the agent was confused and wrongly redirected to Stripe account login.
In any case, if you know the core issue is a failure to set up their login procedures, there really isn’t anything you or anyone else except Shopify Support can do.
Also, the recovery codes are not the same as a verification code. These are two different methods and aren’t interchangeable.
Far question, and should be directed to Shopify. It is explained as being a trustworthy third party source to verify identity. Something they seemingly can’t or won’t do themselves.
We received your request to remove Two-Step Authentication for the account associated with [email removed] To proceed with your request, please complete the verification process using Stripe Identity here.
The link to Stripe Identity will expire on April 03, 2026 UTC, and the information you provide to Stripe may be shared with Shopify and used according to Shopify’s Privacy Policy.
Our unique shopify email address has not been given to any third party
That’s good. So they need to verify their identity with Stripe, then Shopify will determine whether to allow the change. And they give a link to Stripe.
So, now, everything that is failing now is entirely on Stripe website? So then the issue is there, right? Or is there something that is missing here? If they’re trying to use a Stripe verification code in Shopify that’s obviously not going to work.
However, as per original post, she jumped through the hoops of photographing her driving license and a head-shot, which was successful, and she was given a verification code.
Unfortunately that only lasts 15 minutes with no instructions from Shopify of what to do with the code or any means of entering it.