hello there, i’ve been using shopify’s two factor authentication for a week or so now and never had any problems with it, however today i’ve tried to send a sms code to my phone to login into my main account(fireflylightersofficial@gmail.com) again as usual and noticed that the sms never came this time for whatever reason, i’ve tried to send it multiple times but i never receive anything. i’ve tried a few fixes such as restarting the phone and disabling the sms app and re-enabling it again but nothing worked so far, i keep receiving no sms. i’ve tried to solve the problem in private but they require me to login into my main account which i don’t have access to. the account i’m using to post this is not my main account. i can provide all necessary information just please help me solve this problem.
Hi there, @needhelpe5 !
Welcome to the Community! Definitely a great place to gather some input regarding anything about the platform!
With regards to your login issue, please reach out to our live support team for further assistance. Here is a direct link for you to reach their queues.
Since you cannot login into your store, please opt for the options that states, “I do not have an account/store”. Once you reach an agent, you can tell them of this matter and they can help you out from there.
i got in contact with support yesterday and it seems i’ll have to wait until they find a solution for my problem, honestly i’d just disable 2fa right now if i could since it seems like this problem happens a lot based on some other community posts i saw, unfortunately i can’t do that since i don’t have access to that account anymore, so if you could do that for me that’d be great. i’ve heard of other users who tried to solve the problem but they were stuck with it for weeks, so i’d prefer to not have 2fa anymore if possible, btw the phone number is brazillian so maybe that’s the root of the issue.
Thanks for the added information, @needhelpe5 . More importantly. I am glad you have contacted our live team and someone is actively looking into this matter already.
I definitely understand the need to resolve this sooner rather than later but as always, we appreciate your patience and understanding regarding our internal processes here on the platform. Our team will reach out to you directly once they can provide resolution regarding this log in matter.