Why can't I receive my login verification code?

Danique1
Visitor
1 0 0

Hi

 

I have login troubles this morning.

I don't receive the verification code on my phone, so it's not possible to login on my webshop.

I tried to send a message via the contact form of shopify, but I receive this feedback " Something went wrong. Please try submitting again"

 

 

Reply 1 (1)

Iris
Shopify Staff
820 67 100

Hi @Danique1 ,

 

Thank you for reaching out here!

 

I’m sorry to hear you’re having issues accessing your account. In the case you still have not received the verification code, can you please check that the SMS is being sent to the correct phone number. You will see last four  digits on the login screen. If that is correct, confirm if this number can receive any other SMS messages from other numbers to eliminate the local network issue. Finally, you can look into using the recovery codes you were given when two-factor authentication was first enabled.

 

If however, you no longer have access to those security 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, select 'Can't log in to your Shopify account' and then immediately click on the 'I still can't access my account' green button.

 

Then scroll down to the bottom of the page, where you should see the 'Get Support' section, where you can select your preferred communication channel. Let me know if you encounter error messages here.

 

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, such as PIN, Touch ID, or Windows Hello. Consider only using SMS text messages as form of two-step authentication if you have no other method available to you.

Iris | Social Care @ Shopify 
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