Troubleshooting login

If you can't use your passkey to log in, or to verify your account when you complete an action in the Shopify admin, then the passkey usually isn't available on the device or in the password manager that you're using.

Steps:

1. Log in to your account by using a different method that's not a passkey. Check which type of passkey you have in the Passkeys section of the Security tab of your account. A Device only passkey is saved on a single device, and a Synced across devices passkey is saved in a password manager or cloud service, such as iCloud Keychain, Google Password Manager, or a third-party password manager.
2. If you have a Device only passkey, then make sure that you're using the same device where you created it.
3. If you have a Synced across devices passkey, then make sure that you're logged in to that password manager or cloud service on the device you're using, and that it's turned on.
4. If you regain access to your passkey, then try to log in or verify your account again.
5. If you still have trouble accessing your passkey and it's your only secure sign-in method, then reset your account password from the login page. Enter your email address, click Continue with email, and then click Forgot password?. Resetting your password removes the passkey, so that you can log in and set up a new passkey or another authentication method from the Security tab.
6. If you can't access your account after trying these steps, 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.

Steps:

1. If you aren't receiving the SMS text with the code, then contact your mobile service provider to verify that your messages are getting to your mobile device.
2. If the code is being sent to a phone number you no longer have access to and you can still log in to your account, then update your phone number for SMS two-step authentication from your account security settings.
3. Verify that your mobile device time settings are accurate as mismatched time can cause authentication codes to fail.
4. Restart your mobile device to help SMS texts come through.
5. If you can't access the authentication method and set up a backup authentication method, then use the backup method.
6. If you don't have access to any of your two-step authentication methods, then 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.
7. If you think your account has been hacked or compromised, then contact Shopify Support immediately.
8. If you can't locate your recovery codes and don't have access to any two-step authentication method, and you don't think someone else has accessed your account, then you can request removal of two-step authentication using the account recovery flow. Visit accounts.shopify.com, select Use a recovery code when prompted for a security method, and then click Recover your account. Learn more about deactivating two-step authentication.

When you complete a sensitive action in the Shopify admin, such as changing your security or payments settings, you might be prompted to verify your account even though you're already signed in. The prompt asks for the most secure sign-in method set up on your account, so if you have a passkey or two-step authentication, then you can't complete it with just your account password. Some actions, such as transferring store ownership, always require a secure sign-in method.

Steps:

1. If you have a secure sign-in method, such as a passkey or two-step authentication, then verify your account using that method.
2. If you don't have a secure sign-in method, then verify your account using your account password or social login, and sometimes also a one-time code sent to your email address.
3. If your only sign-in method is a password or a social login and you've lost access to it, then reset your password from the login page using Forgot password? to start a new session and clear the prompt.
4. If you've lost access to two-step authentication, then a password reset won't clear the prompt, because it doesn't remove two-step authentication. Sign in to your account using a recovery code, and then remove or update the method from your Security settings. For the steps, refer to troubleshoot two-step authentication code issues.
5. If you sign in with single sign-on (SSO), then a password reset doesn't apply to your account. Contact Shopify Support if you can't get past the prompt.

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.

Steps:

1. Check your email inbox for the 10-digit code.
2. If the email isn't in your inbox, then review your spam or filtered email folders.
3. If you're having trouble receiving the email or the code expired, then click Resend code from the login page or attempt to login again to resend the code.
4. If you have more than five unsuccessful attempts, then you might be locked out of your account for 30 minutes as a security measure. Wait 30 minutes before trying again.

If you have multiple emails and forgot the specific email associated with your account or have forgotten your store URL, then you can use the Store Recovery page to find your account.

Steps:

1. Visit the Store Recovery page.
2. Enter your email address, and then click Email store details.
3. Check your inbox for an email with all stores and the store URLs associated with that email address.
4. If the store isn't on the list, then try another email address on the Store Recovery page.
5. If you've tried every email address and still aren't finding the correct store, then proceed to Step 3 to contact Shopify Support.

If you think your account has been hacked or compromised, then contact Shopify Support immediately.

If you no longer have access to your email account and you're the store owner or organization owner, and you don't think someone else has accessed your account, then you can request an email change using the account recovery flow. From the Forgot Password page or when prompted for a 10-digit inactivity code at accounts.shopify.com, click Lost access to email? or Recover account to start the recovery process. Learn more about recovering your account.

If you forgot your password for your store, then you can reset it using the password reset process. Learn more about resetting passwords.

Steps:

1. Click Forgot password? from the login page to reset your password.
2. Check your email for a password reset link. The reset link is valid for 48 hours.
3. If the reset link expired, then click Forgot password? again to receive another reset link.
4. If the email isn't in your inbox, then review your spam or filtered email folders.
5. If during this process you remember your password, then you can ignore the reset email and it won't impact your login credentials.

If you think your account has been hacked or compromised, contact Shopify Support immediately. Account recovery is for lost access to email or two-step authentication when you don't think someone else has accessed your account.

If you recently accessed the account with the same credentials and those credentials are no longer working, then verify that no one else has access to your account to make 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 someone who has acquired your login credentials will cause damage to your store. Learn more about account security best practices.

If you think your account has been compromised and you can't access your account to log in, then use Step 3 to contact Shopify Support immediately.

If you can log in but a message displays that your account is locked, or you receive a message that the login process went wrong and your shop is unavailable, then your account might be locked for account security and other reasons.

Steps:

1. Try the general troubleshooting steps in Step 1 to verify the message isn't due to local issues.
2. Check for emails from Shopify in your inbox, spam, or filtered folders.
3. If you've received an email, then respond to that email.
4. If you haven't received an email, then proceed to Step 3 to contact Shopify Support.

If you're having trouble resetting your password or have run out of password reset attempts, then try the following troubleshooting steps.

Steps:

1. Try logging in with a different browser.
2. Try logging in using incognito or private browsing mode.
3. Try using a different internet connection.
4. If you've exceeded the number of attempts, then wait the designated time period as indicated on the reset page before trying again.

You can also try sending a password reset by entering your email in the password recovery field.

If you're still unable to reset your password after trying these steps, then wait 24 hours before attempting again, or proceed to Step 3 to contact Shopify Support.