Urgent: Unable to login Shopify as I'm not receiving 2FA code and don't have access to recovery code

Shopify Discussion

Topic summary

Main issue: Multiple store owners are locked out of Shopify because SMS-based 2FA (two-factor authentication) codes are not being delivered, and they lack recovery codes.

Key details and attempts:

  • Primary account holds access to multiple client stores; SIM/network appears fine and other SMS arrive. No authenticator app was set up; 2FA was via Shopify SMS.
  • Users ask how to change the 2FA phone number without being able to log in.
  • Troubleshooting tried: password resets, phone resets, contacting Apple and AT&T; no change. Shopify Support contacted via messages/email; replies indicate the issue is being worked on but no quick resolution. One case ID provided: 38529650.

Business impact:

  • A small business with 4 employees cannot access Shopify POS (point of sale) to process commissions, issue refunds, or manage online orders. Orders have been delayed for ~72 hours.

Status and open questions:

  • Another participant reports the same problem and asks if it was resolved, indicating the issue persists.
  • No confirmed fix or workaround yet. Open needs: guidance to regain access or update the 2FA number without account login.
Summarized with AI on January 14. AI used: gpt-5.
1

Dear concerned, please help me resolve this on urgent basis. I have all my client’s stores access on the email: shopify.scalease@gmail.com. However, I’m unable to log in to my account as I’m not receiving authentication code on my SMS even though my sim is perfectly active and there are other SMS coming on it. Also, I don’t have access to recovery codes so can’t use them to log in as well. Urgent help is needed so we can continue our work,

Appreciate your time and efforts on this.

2

I have all the details required to log in. I’m just getting stuck when it comes to 2FA authentication code.

3

Same device

4

1: There isn’t any issue with the network as other SMS are coming fine.

2: How do I change to a different number without being able to log in?

3: There’s no app set up, it was being operated by Shopify.

4: I’ve contacted them multiple times and no immediate + satisfying response is being received.

1 Like
5

about 72 hours ago tries to log in like usual, but the code never came to phone. Looks like same number and everything.

have tried resetting password, resetting phone, calling Apple, ATT. Can’t call shopify because I can’t login, so I’ve been messaging and emailing them. They keep telling me in the meantime that they are working on it and should hear back shortly.

Here is why I need help! We are a small business that employees 4 local employees. A lot of what we do is commission pay through Shopify POS because they can’t login and get paid for their work I have been just covering the cost the last couple days. We have customers calling needing to make changes or refunds to their order and we can’t get in to do that. Online orders haven’t gone out in 72 hours.

Idk what to do y’all. I told them I can send them I.D, business license, or any info/documentation to show that it is our business

case #38529650

6

Did this ever get resolved ? I’m having the same issue