A user was locked out of their Shopify account due to not receiving OTP codes for two-factor authentication (2FA). Their phone was functioning normally and receiving other messages, ruling out device issues.
Troubleshooting attempts included:
Checking spam/blocked SMS folders
Attempting to contact Shopify support (resulted in an AI loop requiring login)
Exploring alternative authentication methods like Google Authenticator (not possible without first logging in)
Community suggestions:
Using email login (user could access email but still needed OTP for 2FA)
Contacting Shopify through a dedicated login-issue support link with identity verification details
Having staff members with admin access remove and re-add the user
Resolution: The issue was resolved when the user discovered they had two Shopify accounts registered to different emails but using the same phone number for verification. OTPs were being sent to the secondary, rarely-used account. After disabling 2FA on that account, they successfully accessed their main account.
Another user reported experiencing the same problem and remains locked out after days, despite submitting ID verification to Shopify’s third-party security partner over 24 hours prior with no response.
Summarized with AI on October 24.
AI used: claude-sonnet-4-5-20250929.
I’m unable to log into my account because I’m not receiving OTPs on my attached phone number. My phone is working fine, and I’m receiving other messages, so the issue seems to be with Shopify.
I’ve also tried contacting support through the chat, but the AI keeps asking me to log in (which I can’t) and select a store, which leads to an endless loop. There doesn’t seem to be another way to reach Shopify support.
Has anyone else faced this? I need urgent help to regain access to my account.
@abdulmo3ed Do you have any staff role assigned to anyone who can delete the user? Like I think you can remove and add the new staff or you can add by adding the + words like email+login@gmail.com.
I am having the same problem. It has been days. I am locked out of my account. I’ve been contacted given a ticket number and still has not been resolved. Taking pictures of my drivers license as well as pictures of my face for verification to a third-party security company that works with Shopify that was over 24 hours ago still have not received any replies from them Regarding removing my two step SMS verification in order to log into my account. Can someone please help me. I have been emailing everyone that I can. Shopify support is horrible. Prove me wrong, please.
Hello, my issue has been resolved. I actually had two Shopify accounts under different email addresses but with the same verification number. I had forgotten about the second account since it was for a separate store that I rarely check.
After trying everything without success, I randomly opened the other email account and logged into Shopify, which also asked for an OTP. The OTP arrived, but it was for that second account. I logged in, disabled two-step verification on that account, then tried logging into my main account again—and it worked.