Unable to access my Shopify and recovery codes are not coming through

Shopify Discussion

Topic summary

A Shopify store owner is locked out of their account due to two-factor authentication (2FA) codes not being delivered to their phone, despite the correct number being registered. They’ve waited over 24 hours with no resolution.

Key Issues:

  • 2FA verification codes are not arriving via SMS
  • Recovery codes were not previously saved
  • Cannot access live chat support without logging in first
  • Testing confirmed the issue is account-specific (a friend’s 2FA works normally)

Suggested Solution:
Another user provided a detailed template email to send to Shopify Support (support@shopify.com), recommending the user:

  • Explain the 2FA delivery failure
  • Offer to verify identity through alternative means (store name, email, billing details)
  • Request manual account recovery assistance

The discussion remains unresolved, with the original poster awaiting further help or response from Shopify’s official support channels.

Summarized with AI on October 23. AI used: claude-sonnet-4-5-20250929.
1

I’ve not been able to get into my Shopify store and when I try to log in it says it will send me a code for two factor authentication. However these are not coming through and my phone number linked to my Shopify account is correct. I contacted a friend who also uses Shopify to try out logging into their account using a two factor authentication code and theirs came through instantly. I’ve been waiting over 24 hours now to gain access. I have not got my recovery codes saved unfortunately and because I cannot log into my Shopify account, I’m also not able to access live chat for help. Please can somebody help!

2

Here’s a professional and clear message you can send to Shopify Support (via their contact form or email at support@shopify.com, if available):

Subject: Unable to Access My Shopify Account – Two-Factor Authentication Code Not Received

Message:
Hello Shopify Support,

I’m currently unable to access my Shopify account due to an issue with two-factor authentication. When I try to log in, it says that a verification code has been sent to my phone, but I’m not receiving any messages. I’ve confirmed that the phone number linked to my account is correct.

I asked a friend who also uses Shopify to test their two-factor login, and they received their code immediately, so the issue seems to be specific to my account. It has been over 24 hours, and I still haven’t received any code. Unfortunately, I also don’t have my recovery codes saved, which means I can’t log in to access live chat support from my admin dashboard.

Could you please help me regain access to my account or provide an alternative way to verify my identity? I can share any information needed to confirm my ownership, such as my store name, registered email address, or billing details.

Thank you for your help.
Kind regards,
[Your Full Name]
[Your Shopify Store Name]
[Your Registered Email Address]
[Your Phone Number]

4

Thank you for sharing!

5

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6

That’s tough! Try logging in via incognito or another device, and check if your carrier blocks Shopify texts. Use Shopify’s Account Recovery Form to regain access, it works even without recovery codes. Once back in, save new codes and consider using Ketch for safer data and access management.

7

I understand it’s very frustrating to be locked out of your store. Since your two-factor authentication codes aren’t arriving and you don’t have your recovery codes, the only path is to contact Shopify Support directly for account recovery assistance.

How to Contact Shopify Support Without Logging In

You can reach Shopify Support without needing to log into your account. Here are the steps you can take:

  • Use the Help Center: Go to the Shopify Help Center and look for a “Contact Support” link. You may need to go through an automated helper first.

  • Look for Login Troubles Option: Type “I can’t log in” or look for a “Can’t log in to your Shopify account” option during the process to bypass the login requirement.

  • Choose Live Chat: After selecting the login issue, a live chat option should appear, allowing you to explain your situation to a support advisor.

What to Expect and How to Prepare

When you connect with a support advisor, they will need to verify your identity as the store owner before they can assist. This is a standard security procedure.

While you wait to connect with support, you can double-check a few things:

  • Basic Phone Checks: Ensure your phone has a strong signal, can send and receive other SMS messages normally, and isn’t blocking messages from unknown senders.

  • Check for Backup Methods: If you previously set up another authentication method (like an authenticator app), you could use it instead of SMS.

I hope this helps you get back into your store quickly. Once you regain access, I recommend setting up a backup authentication method and saving your new recovery codes in a secure place. If you have any other questions, feel free to ask.