Troubleshooting Two-factor Authentication Issues

If you or a user on your account is having trouble with two-factor authentication, we recommend using the following troubleshooting methods before contacting support for further assistance:

1. Use a backup code 

We provide users with backup codes when setting up 2FA using either an authentication app or SMS. These are important to keep handy in the event that your two-factor authentication device is lost or no longer functions as they can take the place of the code that is auto-generated by your auth app or sent to your device via SMS. To view, download, or regenerate your backup codes, login to your account, visit your profile page in the admin panel, and click the ‘backup codes’ link under your 2FA security settings.

2. Contact an org administrator on your account to reset 2FA for your user

There may be situations where your two-factor authentication (2FA) device gets lost or no longer functions and you can’t log in to your 2FA-protected account. If this occurs, Organization Admins and Org Standard users with User Management permissions can reset 2-factor authentication (2FA) for you and other users in their organization who don’t belong to another organization.  

Note: Organization Admins can reset 2FA for all types of users while Org Standard users can only do so for other Standard users. When 2FA is reset, it will no longer be active on the user’s account, so setting it back up should be the priority of the user.

3. Are you the only admin on your account? Contact Support.

If you are the only Org Admin of your account and have not previously saved your backup codes, you will need to contact our Support team in order to access your account again if your 2FA set up is not working properly.Please be ready to provide your Support representative with key identifying information such as billing information in order to verify your identity and gain access to your account quickly.