Why am I not receiving my two-step authentication SMS?

[WalidYI]

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Hello,

I'm not being able to access the account because I'm not receiving the authentication message on my mobile, and I couldn't reach any support advisors because it seems there's a fault in that as well, can you please support in this issue?

Regards,

Walid

[Iris]

Hi @WalidYI ,

I'm sorry to hear about the issue. Just a confirmation - the mobile device where the codes are being sent is functioning correctly, has adequate network coverage and can send/receive other SMS messages as normal? I suggest checking out this first. 

If so, you can look into using the recovery codes you were given when two-factor authentication was first enabled. Note - Your downloaded recovery codes are stored in a file called shopify_recovery_codes.txt.

If however, you no longer have access to those recovery codes, you will need to get in touch with our Support team, as we are not able to access accounts or verification codes via social media. You can access our live help by following this link. As you can't log in to your store at the moment, you can use the virtual assistant to input your current situation, and then you can proceed saying you still need help in order to connect to our live chat. Let me know how that goes.

Finally, I recommend once you regain access to your account to set up an additional built-in authenticator option that connects to the authentication method used for your computer. Consider only using SMS text messages as form of two-step authentication if you have no other method available to you.