I have my Shopify store named “Bright Store” registered under my Shopify account
I transferred the ownership of my store to my developer’s Shopify account. I did this to grant them access to integrate payment methods and make other necessary changes to the store.
However, a significant issue has arisen. My developer is unable to log in to their Shopify account due to not receiving the OTP on their registered phone number.
I have raised this issue multiple times with Shopify, but they have been unresponsive and have not resolved the problem.
My business is now facing serious difficulties as a result of this situation.
Could someone please advise me on how to regain store ownership? I need to update the Shopify subscription card and resume selling on my store. Or is there any way my developer can access his account as he also forgot his recovery codes but provided Shopify with his identity documents. Still the Shopify team is not fixing this issue?
I would greatly appreciate any assistance from anyone who can provide it. I am feeling extremely frustrated with the Shopify team and their lack of support.
I’d like to firstly clarify that we don’t have any access to accounts or support tickets via the Community Forums, due to privacy and security reasons. Because of this, as much as I’d like to help with your situation, we won’t be able to action anything from our end as our support here is limited to general topics and enquiries. Account-specific situations like yours would require a specialized internal team member to assist, which in your case would most likely be one of our Accounts team.
I can definitely understand the urgency of this situation however, and how eager you are to receive the proper support to resolve this matter. Do you know if your support ticket has already been escalated to one of our specialized teams?
For context, if an account has two-step authentication enabled, each login attempt will need to be authenticated. Did your store developer happen to save the recovery codes for their account, when they initially set up the two-step authentication? If they did, but forgot where they saved it, they can try searching on their device’s downloads folder for a file name shopify_recovery_codes. This is the default name given to the recovery codes, so if they can locate it on their device they can then use one of the codes to login to their account.
Due to the sensitive nature of transferring store ownership, it can only be completed by the current account owner on file, so there isn’t a way to regain the ownership unless your developer can successfully login to their account and transfer it back to you. Alternatively, one of our Accounts team can help with the matter, so if your support ticket has been escalated to our Accounts team then rest assured that they will be able to further assist.
While I can’t check for your support ticket or the Accounts team’s queue from my end, it’s possible that they’re currently experiencing a larger amount of requests, which has resulted in an extended wait time for our merchants. I know that waiting for a reply can be frustrating, but if you’ve received confirmation that your ticket has been escalated, then rest assured that one of our specialized team members will follow up as soon as they can.
We appreciate your continued patience during this process.