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I'm a Shopify merchant or customer
- 🤗 Hello!
- If you have reached this page, you may have been given or found a Shopify-internal link.
  Okta is used by Shopify employees, and this support menu is specifically for Shopify employees. If you are a Shopify merchant or customer, please use the link below to contact Shopify Support!
- Contact Shopify Support now
I'm a current Shopify employee or contractor
- I can't log in to Okta
  - I lost or got a new phone
    - If you still have access to Slack, please request assistance in the #help-it channel
    - Go to #help-it in Slack now ➠
    - I don't have access to Slack
      - 🌙 Currently outside regular IT support hours
      - Shopify IT provides internal IT support Sunday 8pm - Friday 8pm, Eastern time (excluding Canadian Statutory Holidays). If it's an emergency, you can page the on-call IT Specialist. Depending on the time, this may entail waking the IT Specialist if they are asleep.
      - It can wait
        
        🙏 Thank you for saving a page-out! Please return on the next weekday or non-holiday, or else open a regular IT ticket now via Helpdesk or by emailing it@shopify.com
      - It's very important to resolve this now
        
        Please fill out the details below, and someone from IT who is on-call will endeavor to contact you within one hour.
        
        📣 Page on-call support
        
        Requesting support.. If this message does not change to show a confirmation within 20 seconds, there may have been a problem. If so, please email it-emergency-response@shopify.com instead.
  - I have a YubiKey issue
    - Yubikey Setup steps
      - From your Okta Settings, under Security Methods, you'll see Security Key or Biometric. To the right, click the button Set up another.
      - There you will be prompted to authenticate with a biometric, and you can use your currently enrolled Yubikey, or MacBook Touch ID for that.
      - You will then see a screen with a button that says Set up. Insert your Yubikey, and click the Set up button, then follow through with the prompt to tap your Yubikey. You may be asked by Chrome to allow the key - just click Allow on that prompt.
    - Remove Yubikey PIN
      - Open Chrome, head to chrome://settings/securityKeys, and plug your Yubikey into your device.
      - Then click on "Reset your security key". To continue, remove your security key from your device, then reinsert and touch it. Note that removing a Yubikey PIN requires resetting the Yubikey, in which case it will need to be setup again after clearing.
    - Minerva bypass to setup new Yubikey
      - There may be circumstances where a new Yubikey needs to be setup after losing one or one breaks, and no other authenticators exist on an Okta account.
      - For moments like this you can use the Minerva bypass process: send a Slack message to the Minerva Slack app, typing "Yubikey" to trigger a drop down with bypass options.
      - Go to Minerva in Slack now ➠
      - After choosing the appropriate option, you will be able to use Okta Verify as an alternative authentication factor for 10 minutes, then you will need to set up your Yubikeys properly at once to avoid any account locks.
      - Keep in mind that Okta Verify already needs to be enrolled with your Okta account and a current mobile device for this to work. This is not a permanent authentication solution.
    - The above steps didn't work
      - If you still have access to Slack, please request assistance in the #help-it channel
      - Go to #help-it in Slack now ➠
      - I don't have access to Slack
        
        🌙 Currently outside regular IT support hours
        
        Shopify IT provides internal IT support Sunday 8pm - Friday 8pm, Eastern time (excluding Canadian Statutory Holidays). If it's an emergency, you can page the on-call IT Specialist. Depending on the time, this may entail waking the IT Specialist if they are asleep.
        
        It can wait
        
        🙏 Thank you for saving a page-out! Please return on the next weekday or non-holiday, or else open a regular IT ticket now via Helpdesk or by emailing it@shopify.com
        
        It's very important to resolve this now
        
        Please fill out the details below, and someone from IT who is on-call will endeavor to contact you within one hour.
        
        📣 Page on-call support
        
        Requesting support.. If this message does not change to show a confirmation within 20 seconds, there may have been a problem. If so, please email it-emergency-response@shopify.com instead.
  - I've forgotten my Okta password ⇢
  - My Okta account is locked ⇢
  - I have another issue
    - If you still have access to Slack, please request assistance in the #help-it channel
    - Open Slack app now ⇢
    - I don't have access to Slack
      - 🌙 Currently outside regular IT support hours
      - Shopify IT provides internal IT support Sunday 8pm - Friday 8pm, Eastern time (excluding Canadian Statutory Holidays). If it's an emergency, you can page the on-call IT Specialist. Depending on the time, this may entail waking the IT Specialist if they are asleep.
      - It can wait
        
        🙏 Thank you for saving a page-out! Please return on the next weekday or non-holiday, or else open a regular IT ticket now via Helpdesk or by emailing it@shopify.com
      - It's very important to resolve this now
        
        Please fill out the details below, and someone from IT who is on-call will endeavor to contact you within one hour.
        
        📣 Page on-call support
        
        Requesting support.. If this message does not change to show a confirmation within 20 seconds, there may have been a problem. If so, please email it-emergency-response@shopify.com instead.
- I have another issue
  - If you still have access to Slack, please request assistance in the #help-it channel
  - Open Slack app now ⇢
  - I don't have access to Slack
    - 🌙 Currently outside regular IT support hours
    - Shopify IT provides internal IT support Sunday 8pm - Friday 8pm, Eastern time (excluding Canadian Statutory Holidays). If it's an emergency, you can page the on-call IT Specialist. Depending on the time, this may entail waking the IT Specialist if they are asleep.
    - It can wait
      - 🙏 Thank you for saving a page-out! Please return on the next weekday or non-holiday, or else open a regular IT ticket now via Helpdesk or by emailing it@shopify.com
    - It's very important to resolve this now
      - Please fill out the details below, and someone from IT who is on-call will endeavor to contact you within one hour.
      - 📣 Page on-call support
        
        Requesting support.. If this message does not change to show a confirmation within 20 seconds, there may have been a problem. If so, please email it-emergency-response@shopify.com instead.
I am a soon-to-be employee
- 🎉 Welcome!
- During your first day at Shopify, you should receive an email entitled “Welcome to Okta!” with an activation link. If you do not receive this, please contact your onboarding or talent coordinator.
I'm a former employee
- I need my T4, or have other payroll related concerns
  - 📄 Payroll Info
  - For your T4, instructions are sent to your on-file personal email address the day after your last day worked. If you no longer have this email, or for any other payroll questions, please reach out to workday@shopify.com.
- I have questions about a Shopify store
  - 📄 Store Info
  - Please contact your former BP if you have Shopify store concerns.
I am not a Shopify merchant or employee
- The Shopify IT team is unable to communicate with non-employees for security reasons; if you have acquired a used device, please work with the vendor you received it from for a solution as we are unable to assist.