Main issue: Multiple users can’t enable two-step/two-factor authentication (2FA) required to receive Shopify payouts. After “enabling” via Google Authenticator, the setup loops back and still shows 2FA as required, with no error message.
Latest update/solution: One user resolved the loop by adding a second 2FA method. Steps: Admin home > top-right store name > Manage account > Security tab > add another 2FA method (kept Google Authenticator and also added SMS). After adding SMS, the system recognized 2FA as enabled and the payout block cleared.
Support guidance: A Shopify staff member advised contacting Support for account-specific help. Path: Help Center > type “I can’t log in” in chat > choose “Account Support” > start live chat.
Open points: The original question about whether incomplete document verification blocks 2FA wasn’t confirmed. No specific error codes were reported; the core symptom is a setup loop.
Status: Partially resolved. Workaround available (add a second 2FA method). If unresolved, proceed via Support’s Account Support channel.
Summarized with AI on December 28.
AI used: gpt-5.
The second step in payments is to do the two factor authentication, and I’m trying to do it, but even after attempting to do it multiple times it was still not getting turned on. And without two factor authentication, I am not able to add the bank details to receive the payments. Is it because that first step of verification is not complete I am not able to turn on the two factor authentication? Should I wait for the documents to get verified and then only I would be able to perform the following steps??
Just to gather some additional context, could you let us know what specific error message that you are receiving when attempting to enable the two factor authentication? As this information will allow us to assist you accordingly.
I am having the same issue. There is no error message. in the initial setup steps there is the link to "Two-step authentication required
To start receiving your payouts, you need to secure your account with two-step authentication". I go through that link, authenticate with the google authenticator and it cycles back to the original page and says I still need to turn on 2 factor.
As you’re stuck in a loop, I’d encourage you to connect with us directly. This will allow us to get you authenticated as we wouldn’t have access to any account details here through the Community. They will be able to take a closer to ensure you payouts are able to be released.
To connect, you can follow the steps outlined below:
Head over to the Help Center:
Into the chat box, type ‘I can’t log in’
After waiting a few moments, you will see the ‘Account Support’ option
Select ‘Account Support’ to begin a live chat
Please let me know if you have any other questions.
I think I found a solution. I went to ‘manage account’ (top right corner in browser, in admin home page, click on your store name>manage account) Then go to Security tab, from there I added a second form of two factor authentication. (I had google authenticator on, and then also added SMS authentication) This seemed to fix the issue with the system not registering I had any two factor enabled. Hope this helps!