Unable to Get Back Into Account

Shopify Discussion
1

Hi everyone,

Looking for help as I’ve been stuck and not able to get into my account for a week now which is proving to be very challenging. I have an account that is linked to 3 separate stores. This account has two-factor authentification which was set up by a former employee (I have since taken the account over) and I do not have the recovery codes. The telephone number used to set up the account was a Zoom phone number and our company is no longer using Zoom. Long story short, I have 0 ways to access this account.

I connected with the Shopify Support team to get some help and last week they said they would push my case to the Accounts team and have the 2 factor authentification lifted so I could get back in but I have followed up almost daily and have heard nothing. Does anyone have any suggestions on how to get back in without recovery codes or the phone number to receive the 6-digit texted code? I am running out of options and desperately need to get back into the account.

2

Hi there, @bbrennan

You mentioned recovery codes - Using one of these recovery codes that you were prompted to save upon setting up the account will give immediate access to the account.

If this is not an option, then reaching out to live support and waiting to hear back from the account access team is the correct move to make here. I understand this is urgent for you, it is now a case of awaiting the email from this team who can get the ball rolling on editing or removing the 2FA to restore your access. I cannot say for sure how long this email from this team will take.

Your ongoing patience is appreciated, thanks for reaching out.