I am needing my two step Authenticator reset. I got a new phone and lost access to the Authenticator and don’t know my recovery codes.
Hi, @Masmith20 .
Did you happen to save the recovery codes for your account when you were setting up the two-step authentication on your end?
If you did, you can try searching your computer’s downloads folder for a file named shopify_recovery_codes.txt. This is the default name given to the recovery codes — if you can locate it on your computer or other potential devices you may have saved it on, you can then use one of the codes to login to your account via the Use a recovery code button on the login page.
If you still can’t locate the code on your end however, to help you regain access to your store we’ll need the help of our internal Accounts team, who are best equipped to support our merchants with login situations. They only operate via email internally, and through an escalation from our live support team. So for us to send this case to the appropriate Accounts team, we’ll need to get you connected with our live support team to begin with. You can do this by navigating to our Help Center here.
As you’re currently unable to login, you can type contact support in the chat box on the Help Center, then click on the I can’t access my account button. The chat assistant will then present you with an Account Support link, which may take a bit of time to load — once it does however, click on this and you’ll be able to select the option to connect with a live support team member. They’ll be able to assist you further from there.