Troubleshooting login

If your passkey isn't offered when you try to log in, then it isn't available on the device, browser, or password manager that you're using. A passkey works only where it's saved. Learn more about where a passkey is saved.

Steps:

1. If you saved the passkey to a password manager, then make sure that you're logged in to that password manager on the device that you're using, and that it's turned on for passkeys.
2. If you saved the passkey to a computer, then use that computer to log in. A passkey that's saved only on a computer can't be used to log in on another device.
3. If you saved the passkey to a phone or a tablet, then you can use it to log in on a computer by scanning a QR code. Learn more about using a passkey from another device.
4. If the error This passkey was either deleted or removed after a password reset. Use another login method to continue. is displayed, then the passkey is no longer on your account. Log in with another method, and then create a passkey.
5. If you no longer have the device that the passkey was saved on, then refer to troubleshoot a lost device that had your passkey.

If the Create passkey button is unavailable, if the prompt closes without saving a passkey, or if the error Adding a passkey is unavailable. Try with a different browser or choose another method. is displayed, then check the requirements for creating a passkey.

Steps:

1. Make sure that your email address is verified. Until it's verified, the Create passkey button is unavailable. Learn more about how to verify your account email.
2. Make sure that your browser supports passkeys. Learn more about the platforms and operating systems that currently support passkeys.
3. Make sure that your device has a screen lock set up, such as a fingerprint, face unlock, or a PIN. On a PC this is Windows Hello, and on a Mac it's Touch ID. Without a screen lock, your browser can't save a passkey to the device.
4. If the computer that you're using doesn't have a screen lock, then create a passkey on a second device instead, and save it to your phone.

Some actions in the Shopify admin ask you to verify your account, and the prompt asks for the most secure sign-in method that's set up on your account. Verifying isn't the same as logging in, so the prompt can offer different options than the login page does.

Steps:

1. If your account has a two-step authentication method as well as a passkey, such as an authenticator app, then use that method to clear the prompt. The options that are offered depend on what's set up on your account.
2. If a passkey is the only secure sign-in method on your account, then the prompt can be cleared only by using the passkey. To clear it, remove the passkey from your account.
3. Refer to troubleshoot verification prompts in the Shopify admin for more information.

A passkey is one of several ways to log in, so start with another method that's set up on your account.

Steps:

1. From the login page, enter your email address, click Continue with email, and then click Log in using a different method. Choose another method that's set up on your account: your password, a one-time code sent to your email address, or a third-party login service such as Sign in with Google or Sign in with Apple.
2. After you log in, remove the passkey that you can't use, and then create a new one.
3. If none of your other login methods work, then reset your password. Resetting your password removes the passkeys on your account, and any third-party login services, which you can add again after you log in.
4. If you created your account with a third-party login service, such as Sign in with Google or Sign in with Apple, and you never set a password, then there's no password to reset and the login page doesn't show Forgot password?. Log in with that service to remove the passkey.
5. If you can't log in after trying these steps, then contact Shopify Support.

If the device that holds your passkey is lost, broken, sold, or reset, then whether you can still use the passkey depends on where it was saved.

If the passkey is saved to your password manager and not only to that device, then log in to the same password manager on another device, and then use the passkey there. If the passkey is saved on that device alone, then log in with another method that's set up on your account, such as your password or a third-party login service, and then remove the passkey and create a new one.

If the passkey was your only way to log in, then refer to troubleshoot logging in when you can't use your passkey. Learn more about where a passkey is saved.

You might see a passkey in the Passkeys section that you don't remember creating, or get an email telling you that a passkey was created. There are two reasons that this happens, and they need different actions.

Steps:

1. If a passkey was created for you, then it's in your own password manager account. A passkey can be created for you when you log in and an eligible password manager, such as iCloud Keychain or Google Password Manager, upgrades your password to a passkey. To stop this, remove the passkey from the Passkeys section of the Security tab. Resetting your password removes your passkeys, but it doesn't stop a new one from being created the next time that you log in.
2. If you think the passkey is the result of unauthorized activity and you can still log in, then remove the passkey. Review your account for activity that you didn't carry out, such as logins that you don't recognize, changes to your email address or two-step authentication, staff accounts that you didn't add, or changes to your bank or payout details. Learn more about account security best practices.
3. If you can't log in, 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.alejandrochinashopifytest742501.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.alejandrochinashopifytest742501.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.