How can I access my account if multi-factor authentication (MFA) is blocked?
You may lose access to your account due to MFA being blocked in the following situations:
- You lost or changed your mobile phone.
- You can’t access your authentication app.
- You lost your backup codes.
If you have your backup codes
Use one of your backup codes to log in. Once logged in, go to My account by clicking the icon in the bottom left corner, then disable MFA.
If you don’t have your backup codes
If you can’t access your backup codes, contact our support team by submitting a ticket. We’ll ask you to verify your identity before manually disabling MFA.
Reactivating multi-factor authentication
Once you regain access and MFA is disabled, you can reactivate it by following the steps in this article: How do I secure my account with multi-factor authentication (MFA)?
When reactivating MFA, store your backup codes in a safe place—not on your phone.
Related Articles
How do I secure my account with multi-factor authentication (MFA)?
What is multi-factor authentication? Multi-Factor Authentication (MFA) is a security method that requires more than one form of identification to verify a user's identity. It adds an extra layer of protection to accounts and data. Typically, ...How do I delete my account?
To delete your account: Click on the icon with your initials in the left-hand menu. Select "My account." At the bottom of the page, you will find the button allowing you to delete your account. Please note: Once your account is deleted, the data ...How do I change the email address associated with my account?
Click on the icon with your initials in the left-hand menu and select My Account. Update your email address and click save.What happens to my data when I delete a client record or my account?
Deleting a Client Record or Your Account When you delete a client record or your account, all your data becomes inaccessible and irretrievable. Please ensure you are absolutely certain about your decision before proceeding. Confirmation of Deletion ...Where can I access my platform payment receipts?
Clicking on the "My subscription" icon in the left-hand menu will take you to the subscription management page, where you can change your payment details, view your next billing date and download your payment receipts.