Can't log in due to lost recovery code, how to deactivate two-factor authentication?

anuj-kamboj
Shopify Partner
2 0 1
Hi Shopify Team,

I am unable to log in my Shopify account because I changed my phone number and I no longer have my recovery code, so I cannot get around the two factor authentication. Kindly Deactivate two-step authentication from my account.

My email is anoop@amazl.in

Can I get assistance with this?

Thanks

Replies 4 (4)

Ivy
Shopify Staff
1033 82 131

Hello, @anuj-kamboj.

We are not able to carry out any kind of account-specific actions here on the community forums as we have no access to accounts here. In order to carry out any kind of account specific actions like this, you will need to reach out to our live support team and request this. 

Our live support can be reached via our support portal here. I would advise in this specific case opening this support portal link in a Google Chrome browser incognito window, and selecting the option "I don't have an account" - then selecting all the relevant topics until live support options appear. This way, you should bypass store login but still have access to live support. Once you have explained the situation to the live agent, they can help you out from here. I trust this helps, Thank you! 



Ivy | Social Care @ Shopify


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GriffinL
Visitor
2 0 0

Im having the same problem that I lost access to a gmail account and still was logged into my shopify and then, changed the email from the one that I lost access to to the new one, and then it logged me out of my account. When I attempted to log back into my account it said that I needed an authentication code or a recovery code neither of which I had is there something that I could do. If not I would like my shopify store to be deactivated and the charges to be stopped.

katelyntly
Tourist
7 0 1

Did you happen to get this to get resolved? Currently facing the same situation.

cm11
New Member
7 0 0

It has not been 20 days since I started a conversation with shopify support for this same issue and yet to be resolved. They have escalated to the security team which apparently needs a month to get this resolved. I have asked to speak to a supervisor and no response. I keep replying to that same email every day with it's day 15, it's day 16, it's day 17, it's day 18, it's day 19... and NOTHING. This is so crazy to me that it would take this long to get back into a business account.