Its been a month, still Shopify team couldn’t solve it then it means they are not really trying
Topic summary
Multiple users are locked out of their Shopify stores after losing access to two-factor authentication (2FA) recovery codes and authenticator apps. Most want to either cancel their accounts or reactivate stores after taking breaks.
Shopify’s Official Response:
- Support staff cannot authenticate users through the forum due to security protocols
- Users must contact Shopify support directly as guests via the Help Center link
- Identity verification is required before account access can be restored
- Support can be reached through email, chat, Facebook, or Twitter (24/7)
Key Issues Raised:
- One user reports waiting over a month without resolution, expressing frustration with response times
- Support acknowledges longer-than-normal wait times due to high queue volumes
- Standard password reset doesn’t work when 2FA is enabled without recovery codes
Status: Ongoing issue affecting multiple users. No immediate forum-based solution available; all cases require individual support ticket escalation for identity verification.