I am unable to log into my store account from my laptop because I signed up for 2-factor authentication and Shopify has disappeared off my Authenticator app. I also cannot find my recovery code. I cannot even log in to access support. This is very very frustrating. Please help.
Topic summary
Multiple users are locked out of their Shopify store accounts due to two-factor authentication (2FA) issues. Common problems include:
Primary Issues:
- Lost access to authenticator apps
- Missing recovery codes
- Unable to authenticate from any device
Support Access Problem:
Users report being trapped in a frustrating loop: Shopify’s support system requires logging in to get help, but they cannot log in—which is the original problem. The AI chatbot repeatedly directs them to authenticate or select a store, creating a circular barrier to reaching human support.
Suggested Workaround:
Shopify staff recommend:
- Visiting the Help Center without logging in
- Typing “I can’t login” in the AI chat
- Looking for “Account support” or “I still need help” buttons
- Using the “Continue without logging in” option
Current Status:
The issue remains unresolved for multiple users. At least one user reports the suggested workarounds are not working, and they still cannot reach a real support person. The discussion reflects significant user frustration with the authentication recovery process.
Hey @lockedout .
Thanks for reaching out.
I appreciate the context that you have shared with us as that is very helpful! We can assist you with accessing your online store once again. Since we cannot authenticate you over the Community forums due to the sensitive information that needs to be shared, I am unable to look into specifics. In this case, it would be best to reach out to our live support by navigating to our Contact Us page.\
You can attempt to login to your store, or select the option to Continue without logging in - to be directed to our Help Center. Select the topic that you would like assistance with to locate the options to Get Support and speak directly with a Support Advisor.
Let me know if you have any questions.
I am absolutely beside myself! I am unable to log into my store account from any devices because I am unable to authenticate using an app and I have no codes. The stupid chat bot keep telling me that in order to get help I need to log into my store, but THAT’S THE PROBLEM!! Anything I type, it just gives me the option to pick a store and when I do so, it wants to authenticate me - WHICH I CANNOT DO! I’ve searched and searched and there’s no phone number I can contact. No email. Nothing! I have no way to get help because in order to get help I need to log into my account. This is beyond frustrating! Can someone please reach out to me at pro@picturemyaura.com?? This is enough to make me leave Shopify completely.
Hi @thebarbeegirl I am sorry to hear about this situation! I definitely want to help you get connected with our authenticated support team. Please visit our Help Center, open the AI chat and type “I can’t login” to access to support without an account. You can use this link: Shopify Help Center. Our team will be happy to assist you further.
I’ve tried that about a hundred times. However, it tries to get me to sign
into my account in order to access help… which is what I can’t do. I’m
stuck in a loop!
Hi, @thebarbeegirl . If you can’t sign in please tell the Help Center assistant that and it will direct you through more options to speak with our support team. The response can depend on what you say, but after you tell the Help Center assistant that you can’t log in you can typically find an “Account support” button you’ll need to click. At that point you shouldn’t be required to log in. You may see an “I still need help” button at the bottom of the chat box as well.
I am having the same issue and nothing is working, I can’t talk to a real person or get my account back.