I have a glitch that is occurring when I try to log in to my account on Shopify. I get the SMS code, but when I attempt to enter it in the white box that accepts the code, if I accidentally do not click directly in the white box, it disappears, and I can log in without the two-factor authentication. Also - I receive two different codes. They read, “Enter 000000 as your Shopify authentication code,” and “482833 is your Shop Pay verification code.” Both texts give different numerical codes. Why am I getting two SMS notifications? And, why isn’t the name of my store shown in the texts, rather than Shopify and Shop Pay?
Thanks for posting your question to the Shopify Community.
In regard to your first question about the white box disappearing as you enter your two-factor authentication code, does this happen in a specific browser? Could you advise what browser you’re using when you experience this issue and share a screenshot of this section for better visibility?
To help rule out any browser or device issues, I recommend following the troubleshooting steps below.
Try a different web browser, as well as incognito or private windows to rule out any browser issues.
When using incognito, if you are still experiencing a display issue, confirm you have disabled browser extensions as these can change how the pages look.
Try another device, like another computer or mobile phone.
Try on the Shopify Mobile app; this is usually the best step to try as it also rules out device issues.
For your second query, could you share a bit more information about receiving two different codes? If you’re able to share the steps you’ve taken before and also advise if you have the Shop app.
If you’re receiving a Shop Pay verification code, this may be related to your email address being input at checkout. When you need to verify your account during checkout, you receive a verification code by SMS to the mobile phone number that’s associated with your account.
Here are some additional reasons why you may be receiving a Shop Pay code:
You’re using the same device that you used to opt-in for the first time after setting up your account.
You’re using a new device or a new browser.
For your last question, the name of your store will not appear in the text containing your two-factor authentication codes. I’ve tested this using my test store and having an authentication code sent to me via SMS. It will simply say Enter XXX XXX as your Shopify authentication code.
I look forward to hearing back and learning more about the issue.
I have tried everything except the Shopify app, which I downloaded on my iPhone. It will NOT let me log in. I have two separate Shopify accounts - one is my real account, and one is a phantom account for testing. The app keeps running me in circles, telling me I have the wrong email address.
I tried Incognito with the same results with both accounts with no extensions on - sometimes the SMS code window appears, sometimes it doesn’t. I have logged in and out with both accounts about twenty times with no consistency. Sometimes if I slightly click off the SMS window, it just disappears, negating the whole purpose for the two-factor authentication. I tried making a screenshot video - of course it worked then, and then the SMS window wouldn’t show up at all.
I tried everything with a different laptop, with Chrome (and Incognito) and Safari - with the same results.
Building this site - I used a Shopify Expert and they told me I have to take this SMS issue up with Shopify so here I am. I don’t know what else to do at this point. Any other suggestions?
Thanks for providing this additional context and screenshot, @Alhoui .
I appreciate you sharing the steps you took prior and attempting troubleshooting. I would like our team to investigate the backend of your account to see what may be populating the error. Could you head over to the Shopify Help Center to create a support request? You will need to log into your store, select a topic and proceed to the following page that displays our available contact options.
