Hi all, I am going insane.
Yes, I am computer ititerate but this is getting very frustrating. I can not get any help from Shopify support whats so ever.
I am trying to log into our Shopify account. I basically need an authenticator code (previous codes supplied by our previous employee, are not working ) to continue to log in but Authenticator app is advising I need a QR code for set up. How do I find a QR code for Shopify that I can scan for the Authenticator App? We previously had our store paused due to supplier issues and employee challenges but it seems to be have been reopened by someone other than us, which has created problems due to not been able to service our clients as we would like. I am going around in circles with Shopify support as they want me to select a store which then wants me to log in but I cant log in!!! Please help!
Hi @hersey1970
I am so sorry you are dealing with this; it’s an incredibly stressful situation when you’re locked out of your own business. You are in a two-factor authentication lockout loop, and the only way to fix it is through Shopify’s manual account recovery process.
To break out of the automated support circle, go to the Shopify Help Center and start a support request. When the chat assistant asks you to log in or select your store, you must choose the option that says “I can’t log in to my account.”
This is the key that will route you to a specialized team that can help without you being logged in. Be prepared to verify your identity with information like the credit card on file for the store or a government-issued ID to prove you are the owner.
Hope this helps!