Access to a Shopify store is blocked by 2-factor authentication (2FA) after the owner lost their phone; no alternative authentication or password reset option is available from the login flow.
Attempts so far:
Cleared cookies, tried password reset, and followed support links but landed on account/security pages without a clear contact path. Screenshots show the navigation and lack of visible support options (images are central).
Created a high-priority support ticket; still unable to access the admin, delaying a planned site launch.
Support guidance:
Must contact a Support Advisor via the provided link: log in, select two topics, then scroll down to access support options.
An advisor will escalate to the account team to disable 2FA; resolution may take a few days depending on queue.
Current status: Unresolved and ongoing. The store remains inaccessible; the owner is frustrated by continued billing without access.
Open questions:
Timeline for 2FA removal.
Whether any alternative verification methods exist without the registered phone.
Hello, I was wondering if someone could help me regain access to my store, I cleared all cookies and browsing data to resolve performance issues on my PC and now when I attempt to login I’m prompted to enter in a code sent to my phone. Problem, my cell phone is missing and i am unable to receive any codes. So I watched a video on youtube explaining to reset the password for restored access but that option is not available for me, the option to choose another authentication method is not active or highlighted to select in the list of options for authentication. Could someone please help?
Thanks for reaching out, I clicked the linked to contact support to make
the request but im only sent back to this page [image: Capture8.PNG]
I click on Account and it takes me to another page
[image: Capture9.PNG]
I clicked account security
[image: Capture10.PNG]
There is nothing available or showing for me to contact support to have
this done.
There is nothing available or showing for me to contact support to have this done. I clicked the link for Support and it only takes me to another page see
Emily no one has reached out to me to resolve this issue, it’s been two days and I have not been able to reach my store. Even after changing my password to attempt to access the admin and remove 2 factor authentication, I still have not been helped, just a mess of suggestions and none of them lead to anything except old articles. I’m being charged monthly yet cannot access the service? Is this normal? This is very upsetting. And this does not solve anything why am I being offered the option to choose this as solved when it has not?
Were you able to talk to a Support Advisor regarding this? You must click the link, log in, select two topics, and then scroll down for support. I will share a screenshot below:
Once you have talked to an advisor, they will contact our account team to remove your 2-factor authentication. This can take a few days, depending on the queue.
Please let me know if you have any further questions! We appreciate your patience with this.
Support ticket was created and marked as high priority but i am still unable to access my account. I am still unable to get back to work on my site. I was supposed to launch my site but now I can’t.
