I was suddenly became unable to login. I have never activated any authentication app, but I was asked for a code. I don’t know if this is due to a system error. I have contacted several advisors and have been waiting for more than 10 days without receiving any replies from the accounts team. I wanted to connect with the advisors again to ask about the status of my account and if this issue could be resolved soon, but it’s showing me a waiting time of 125 minutes. It seems like I have been blocked! but I don’t know how this happened. Can anyone help with this issue?
Topic summary
Login problem: user is suddenly prompted for an authentication code despite never enabling an authentication app, preventing access. They suspect a system error and worry they may be blocked after seeing a 125‑minute support queue and no response from the accounts team for 10+ days.
Community guidance: a partner explains Shopify Advisors cannot block users, and the community cannot directly fix account issues. They recommend contacting Shopify via the Help Center’s live support, citing typical wait times under 10 minutes and the ability to provide ticket updates.
Latest update: user reconnected with two advisors yesterday but was told to keep waiting. It has been almost two weeks with no resolution. The user reports significant financial losses, missed partnership opportunities, and idle staff, and requests a status update and faster resolution.
Status and next steps:
- No resolution yet; issue remains open.
- User’s experience conflicts with stated short wait times.
- Action: pursue escalation via Help Center live support.
- Key unanswered questions: cause of the code prompt and timeline for account access restoration.
Hi @piao0207 ,
Thanks for reaching the Shopify Community! First, do not worry about being blocked by the Shopify Advisors - they can not and will not do such a thing. We, as Shopify Community members and partners, can not directly assist you.
Please, use the live from the Help Center page to get in touch with a Shopify Advisor and rest assured that the issue will be solved way faster than you believe. Someone should connect with you in less than 10 minutes (average waiting time being 5 mins) and can provide an update regarding your ticket.
Thanks!
Hi, thank you for your reply. Yes, I did connect with two advisors yesterday. However, the issue still persists, as I was told to continue waiting! I have been waiting for almost two weeks and still haven’t received help from the accounts team. My company is facing significant financial losses and missing out on opportunities to work with partners during these two weeks. My workers have nothing to do as well. How can an online business continue in such a situation? I cannot understand why the problem is taking so long to be resolved by the Shopify team.
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