Issue: Merchant cannot access an alternate Shopify account for ~6 months due to two-factor authentication (2FA) prompts; they no longer have the authenticator app codes or recovery keys. Automatic billing continues, and they report the usual support links appear down, preventing cancellation.
Support guidance: A staff member explains account-specific assistance isn’t provided in the forum and that disabling 2FA requires contacting Shopify Support for verification.
How to reach support:
Status/outcome: No in-thread resolution. Next action is to follow the Help Center chat flow to reach Support, regain account access, and address ongoing charges.
I have an alternative account that I am being charged for and have been unable to access for 6 months because I am being prompted for authentication app codes and recovery keys which I no longer have. I have tried many different ways and your 24/7 Support and Help Support links continue to be down and therefore I am unable to get support and stop my automatic payments.
If I could please have your assistance that would be great.
Hi @Maya01 ,
Thank you for reaching out to the Community. I’m happy to provide some guidance on this request, to ensure it gets resolved.
As you require the two-factor authentication feature to be disabled, you will want to connect with us directly. This will allow our support team to take a closer look, as we wouldn’t have access to any account-specific information through the Community. They will be able to ensure this gets resolved as quickly as possible.
To connect with us, you can:
Head over to our Help Center.
In the virtual assistance chat box, please type I can’t log in.
This will populate a few resources, where you can wait a few moments until you see the I still need help option.
Click Account Support.
Scroll down until you see the option to chat with an advisor.
Please let me know if you have any troubles with those steps outlined above, as I’d be happy to provide further assistance. I look forward to your response.