Trouble logging in with 2fa

Support
1

Hey, I am cannot login with my 2fa anymore, after rescanning the QR code before using the old recovery key I had, I am unable to login.
Would it be possible to reset the 2fa? thanks!

3

Hi @benji could you please get your workspace owner to reset your 2FA as per these instructions

Otherwise you can also raise a request here for us to resent on the owner’s behalf but that will require the owner’s written approval.

4

@benji I also wanted to add that your login method was originally set up to use email & password but your last login attempt was using the 2FA tied to Google auth.

5

Hi, sorry for the trouble, but I seem to have lost my 2fa again…
The workspace admin says he doesn’t have the option to reset it for me, is there any way to solve this?

7

Hi @benji the community forums is for Sandbox users to find help and support for their issues.

I see that you are a user in the Prod environment and therefore you will need to raise a ticket here for us to reset your 2FA on the owner’s behalf but that will require the owner’s written approval.

8

Hi no problem, how do I provide the owner’s written approval? does he need to send an email?

9

Hi @benji yes you can raise a ticket and cc the owner to get his/her express approval in writing.

10

Hi Wilfred, thanks for the info.
However without 2fa I cannot login to the help center

11

@benji can you ask another user in the workspace to help you raise a ticket?

12

Sure, will do that thanks!