Urgent Request: 2FA Login Issue & Refund for Recent Charge

Accounting & Taxes

Topic summary

Urgent access issue: The user can’t log in due to two-factor authentication (2FA) codes being tied to a previous workplace authenticator, and all codes are rejected. They request disabling/resetting 2FA to regain access.

Billing/refund request: They ask to cancel or pause the subscription and refund the latest $25 USD charge (card ending 9005), noting they couldn’t cancel without access. They provided the account email and are willing to verify identity.

Community guidance: Participants clarified this is a public forum and not Shopify Support. They advised contacting Shopify Support via the Help Center link or the support@shopify.com email. Only Support can reset 2FA after account owner verification; then they can restore access, cancel the plan, and review the refund.

Current status: The user remains locked out and says an email to support@shopify.com sent five days ago hasn’t received a response. No resolution yet; the issue and refund request are still pending with Shopify Support.

Summarized with AI on December 11. AI used: gpt-5.
1

Dear Shopify Support Team,

I hope you are doing well.

I am writing to request urgent assistance regarding my Shopify account registered under the email [email removed]. I am currently unable to access my account due to a two-factor authentication (2FA) issue, which prevented me from canceling my subscription on time. Therefore, I kindly request help with both restoring access to my account and processing a refund for the most recent charge.

1. Unable to log in due to two-factor authentication (2FA not working)

When attempting to log in at https://accounts.shopify.com, I am prompted to enter a 2FA code. However, the authenticator app originally used for this account was linked to my previous workplace (Caffebene), and I no longer have access to the correct authentication codes. All codes I attempt to enter are rejected.

I kindly request that you disable or reset two-factor authentication for my account so I can regain access.
I am ready to provide any required identity verification (payment details, ID, invoice, etc.).

2. Request to cancel subscription and refund the recent charge

Because I could not access my account, I was unable to cancel the subscription before the next billing cycle. I would like to request a refund for the latest charge.

Here are the billing details:

  • Amount charged: $25.00 USD

  • Card last four digits: ( …. 9005)

  • Account email: [email removed]

Since I did not have access to my account and was unable to use the service during this period, I respectfully request a refund for this payment. I also request your assistance in canceling or pausing the subscription to prevent further charges.

Thank you very much for your time and assistance.
Please let me know if you require any additional information—I will provide it immediately.

Kind regards,
Usukhbayar Dorjgotov

2

Hey @Usukhbayar

This is a public community forum and not Shopify support so creating a post here really won’t help you that much. I suggest reach out to Shopify support personally so they can help you out with that.

Cheers,
Moeed

3

How I connect Shopify support. Thanks Moeed

4

@Moeed support@shopify.com right?

1 Like
5

Yes that is correct or you can just simply reach out to support by Clicking here

Best,
Moeed

6

Only Shopify Support can reset 2FA, so reach them through the Help Center for an account, owner verification.
Once verified, they can remove 2FA, restore access, cancel the plan, and review the $25 refund.

1 Like
7

@Moid.space Thanks. How I connect Shopify support? I dont understand. PLease help

8

I sent email to support@shopify.com 5 days ago. No response