Shopify support is nonexistent. I can't get them to action

Shopify Discussion

Topic summary

A user is locked out of their Shopify store after switching to a new iPhone, which broke their Google Authenticator setup for two-factor authentication (2FA).

Current Status:

  • User submitted support tickets 4 days ago (ticket #60883756, #60894137)
  • Completed Stripe identity verification 2 days ago as requested
  • Still waiting for Shopify to remove 2FA—no response since verification
  • No phone support available, causing frustration with response time

Community Advice:

  • Reply to the existing ticket thread to bump priority
  • Contact Shopify via live chat using the store email to escalate
  • Note: Recovery codes provided during Shopify signup are specifically designed for this scenario

Resolution: Unresolved—user remains locked out pending Shopify support action.

Summarized with AI on October 24. AI used: claude-sonnet-4-5-20250929.
1

I currently have 2 factor authentication turned on. However, I bought a new iPhone. So my Google Authenticator does not work anymore. I sent Shopify support an email requesting assistance almost 4 days ago. They sent me an email asking to verify my identity through Stripe, which I did immediately. 2 days have passed and they still haven’t removed 2 factor authentication.

I am at a loss of what to do next since there’s no phone number to call and I cannot access my store. If somebody from support actually reads this, it’s ticket numbers:

60883756

60894137

2

You won’t be able to turn off 2FA by yourself once you lose access to your authenticator. Since you are already Stripe verified, the next step is to reply to that same ticket thread to bump it. Or email Shopify via live chat with your store email to raise the verification.

3

when you sign up for Shopify they give you Recovery Codes and they tell you to keep them in a safe private place. this is what those are for and why they warn you about how important they are.