Unable to login

Technical Q&A

Topic summary

A user is locked out of their Shopify account due to two-factor authentication sending verification codes to an old phone number they no longer have access to.

Key Issues:

  • Cannot receive verification codes needed to log in
  • Attempts to resolve through customer support have been unsuccessful and circular
  • Unable to update the backup phone number without first logging in

Current Status:

  • The issue remains unresolved
  • User created a new account specifically to seek help from the community
  • Looking for alternative verification methods to regain account access
Summarized with AI on October 31. AI used: claude-sonnet-4-5-20250929.
1

Hello,

I was unable to access my account because I changed phone numbers and when I tried logging into Shopify it send a verification code to the old phone number. I have tried multiple things and I keep going in circles with customer support. Is there another way I can get my account verified and login to change the “back up” number ?

I created this account to be able to talk to customer support.