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What if I lost my 2FA? 

  • Updated

Setting up 2FA again using Authenticator Code/QR code 

If you keep a record of the Authenticator code or QR code that you see on Security Centre when you click Add TOTP or Add Yubikey, you can use that to set it up again on your device. These codes are only visible when you set up your 2FA and will not be there after your 2FA is enabled already.

All you'll need to do to set it up again is to scan the QR code or enter the Authenticator code into Google Authenticator or Authy app. It will then generate the one-time passwords you can enter into the Two Factor token field on the login page. 

Here are the exact steps you would need to take:

  1. Install and open an authenticator app on your device
  2. Add account (+ icon for Google Authenticator.Setting > Add Account for Authy)
  3. Select Enter Setup Key or Enter Code Manually

 

Disabling 2FA through Reset Code

Once you have added 2FA to your account, you can get a Reset Code at Security Centre. If you write it down and store it somewhere safe you'll be able to use it to reset your 2FA 

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Contacting Support to disable 2FA

As a last resort, if you don't have your Authenticator or Reset code, you can contact Support, asking them to disable your 2FA. Through this method, you'll need to complete an ID verification which can take up to 24 hours to get approved. 

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