Troubleshooting login

If you're having trouble logging into your account, then it might be due some common issues.

If you're staff on a store and are having trouble logging into a store or organization, then you must contact the store owner or organization owner to help you get access to the store again. Shopify Support can only assist the store owner or organization owner with login issues.

Before attempting any of the troubleshooting suggestions, you can visit the Shopify status page for any known issues that might affect your login. You can also click View recent events for any login issues that were resolved recently. If there was a recent event, then you might also want to attempt local troubleshooting first to remove the error from your browser cache or cookies. If there aren't any similar issues listed or you still can't access your account after local troubleshooting for a recent event, then you can investigate the issue further.

To help ensure you have access to your account, set up one or more backup authentication methods on your account. You can use the backup methods to access your account in cases where the default method fails. You can also retrieve and save recovery codes to access your account when another method fails.

Code prompt issues

When you're logging into your account, you might receive a prompt to enter a code.

If you haven't logged into your account in some time, then you might be prompted to enter a 10-digit code. The 10-digit code is sent to the email associated with your account and is valid for 30 minutes. If the email isn't in your inbox, then review your spam or filtered email folders.

If you're having trouble receiving the email or the code expired, then you can click Resend code from the login page or attempt to login again to resend the code. If you have more than five unsuccessful attempts, then you might be locked out of your account for 30 minutes as a security measure. You can try again after 30 minutes. If you continue to have trouble logging in with the code or receiving the email with the code, then contact Shopify Support.

If you have two-step authentication activated on your store, then you might get a prompt to enter a 6-digit code. The code is then sent to the authentication method you set up. Learn more about logging in using two-step authentication. If you aren't receiving the SMS text with the code, then you might need to contact your mobile service provider to ensure that your messages are getting to your mobile device. Sometimes restarting your mobile device can also help SMS texts come through. If you can't access the authentication method and set up a backup authentication method, then you can use the backup method.

If you don't have access to any of your two-step authentication methods, then you can locate your recovery codes from the two-step authentication setup process. If you haven't updated the name of the file, then it's named shopify_recovery_codes.txt. These recovery codes are 12 digits instead of the 6-digit code, but work in the same way.

If you can't locate your recovery codes and don't have access to your two-factor authentication method, then contact Shopify Support.

Local troubleshooting

The issue could be localized for you. Local issues are usually because of the device, internet connection, your browser, or browser settings. Try the following steps to ensure the issue isn’t localized and can be replicated on other devices, browsers, or internet connections:

  • Try incognito mode, another device, or the Shopify app.
  • Clear your browser cache and cookies. Recent events listed on the Shopify status page can be stored in your cache and cookies causing the issue to still occur. Clearing your cache and cookies can resolve that issue.
  • Try using mobile data or another internet connection.
  • Ensure your browser is up to date.
  • Ensure the browser isn’t set to block all cookies, because some apps and websites might not display correctly without cookies.
  • Ensure you aren’t using a Virtual Private Network (VPN) or have a firewall activated that blocks Shopify.

If you still experience the issue on other devices, browsers, or internet connections, then the issue might not be local.

Forgot email

If you have multiple emails and forgot the specific email associated with your account, then you can visit the Store Recovery page. On the Store Recovery page, enter your email address, and then click Email store details. An email with all stores and the store URLs associated with that email address is sent to your inbox. If the store isn't on the list, then you can try another email address on the Store Recovery page.

If you've tried every email address and still aren't finding the correct store, then you can contact Shopify Support to help you change the email on that account.

If you no longer have access to your email account and you're the store owner or organization owner, then contact Shopify Support.

Forgot password

If you forgot your password for your store, then you can click Forgot password? from the login page to reset your password. You're sent an email with a link to reset your password. The reset link is valid for 48 hours. If the reset link expired, then you can click Forgot password? again to receive another reset link. If during this process you remember your password, then you can ignore the reset email and it won't impact your login credentials. If the email isn't in your inbox, then you might want to review your spam or filtered email folders. If you aren't receiving the password reset email, then contact Shopify Support. Learn more about resetting passwords.

Account security issues

In cases where you recently accessed the account with the same credentials and those credentials are no longer working, ensure that no one else has access to your account to make any changes to your login credentials. Your login credentials are your identity in the digital world and should be kept private and confidential. If you're concerned about a suspicious email or URL that you clicked before you started having login issues, then it could be phishing, vishing, or smishing. Activating two-step authentication helps reduce the likelihood that somone who has acquired your login credentials will cause damage to your store. Learn more about account security best practices.

If you suspect your account has been compromised and you can't access your account to log in, then contact Shopify Support.

Account message after logging in

In some cases, you might log in and a message displays that your account is locked. Your account can be locked for account security reasons and other reasons.

You might receive a message that the login process went wrong and your shop is unavailable. Try the local troubleshooting steps to ensure the message isn't due to local issues.

If local troubleshooting doesn't help or your account is locked, then ensure there are no emails from Shopify in your inbox, spam, or filtered folders. If you have received an email, then you can respond to that email. If you haven't received an email, then contact Shopify Support.

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