Hi,
Suddenly codes have stopped coming to my phone from yesterday. Could you please help?
Thanks
Hello @everfd02
You should contact Shopify for help : https://help.shopify.com/en/support/login
I hope the above is useful to you.
Best regards,
GemPages Support Team
Hi @everfd02
Welcome to the Shopify Community.
I understand that you are having trouble receiving the authentication codes to your phone when trying to log in to your account.
While we can’t access your account here via the Shopify Community, I can certainly point you in the right direction to resolve this.
Firstly, have you confirmed that the mobile device where the codes are being sent is functioning correctly, has adequate network coverage and can send/receive other SMS messages as normal?
Do you know if you have added any backup authentication methods to your account that you could try using in place of the SMS method? This would appear as an option when logging in - you should be able to select between them.
If not, then perhaps you have access to the recovery codes for your two-step authentication? You can use one of your ten recovery codes to log in to your account if it has two-step authentication enabled.
If none of the above helps you to gain access to your account, then as @Dhimenvora and @GemPages have mentioned, it will be necessary to contact our support team for assistance. You can do so by using this help center link - please note if you cannot log in via the help center, then you will need to choose the ‘I don’t have an account’ option and explain to our support team what is happening. The support advisor can take a closer look and explain the next steps!
I am experiencing the same issue, starting on 5/24/23. My phone number is working good. I can recevie authentication codes from other apps, but Shopify will not come through.
me too! and the support team is not helping. its been days since i contacted them. i cannot access my store. theres no update.
Hi @kgrace1989 and @TRG_Toys
Thank you both for joining in here to let us know that you are experiencing a similar issue with not receiving the two-factor authentication codes to your mobile device.
I appreciate the information and troubleshooting steps so far @TRG_Toys . If you haven’t done so already, I would recommend contacting our support team directly so that we can take a closer look at your account and help you regain access. Here on the Community, we cannot access your account.
@kgrace1989 Thank you for confirming that you have already reached out to our support team, however I am sorry to hear that you feel we are not helping. For certain account issues, it can take some time for us to investigate the issue and refer to other internal teams if necessary, which can cause a slight delay in getting back to you with a resolution.
I understand that you would like for the process to be as quick as possible, and you can rest assured our team knows that and will be getting back to you as soon as they can.
Having the same issue since today. Suddenly no text messages and no other way to login. Really frustrating.
Hi @Els0shop
Welcome to the Shopify Community and thanks for joining in here to let us know.
I understand that you are also seeing an issue where you are not receiving the two-factor authentication codes to your mobile device, and as a result you cannot login.
If you have read through my previous replies where I mention some troubleshooting steps including making sure the device can send/receive other SMS messages and using a recovery code or backup method, but you still cannot login then I would recommend contacting our support team directly.
You can use this link here to reach our team via our help center, which is where all account support queries need to be routed, as we cannot access your account here in the Shopify Community. If you cannot login via the help center either, then you will need to select the ‘Can’t log in to your Shopify account’ option in order to proceed to the contact options without logging in.
Once you are in touch with a support advisor from our team, they will explain the next steps involved and gather some information from you so we can proceed with assisting you getting back into your account.
Hi Everyone,
I’m seeing the same issue today (9/6/23) as the original poster. Checking in to see if other store owners are seeing the same thing and if Shopify support is aware.
Incidentally, I am seeing the same issue with 2-factor codes not arriving from MailChimp and Network Solutions. Historically, the two factor codes from all these vendors come from the same phone number so assuming they use a common system?
Thanks
Thanks for joining in here. Apologies for my late reply to this thread - I have been out of office.
I understand that you are experiencing the same issue with not receiving your two-step authentication codes. The original poster was having problems with SMS messages on their phone, however you mentioned Mailchimp and Network Solutions - can you confirm if your issue is regarding not receiving these codes via email, or SMS message?
In either case, I would recommend reaching out to our support team directly, so that we can provide assistance specific to your account. Here on the Shopify Community we cannot access your accounts, and can only provide generalized support and guidance. You can reach our team via the help center here - you will need to first interact with the assistant in the bottom right, and explain your issue.
Regarding the two-step codes not arriving from MailChimp and Network Solutions, it’s possible that they use a common system or service so if you have noticed that you are consistently not receiving the codes, it might also be a good idea to contact them directly to see if there’s any issues on their side.