topic Re: Super Admin stuck cannot reset passkey or setup 2FA no reset option visible in Tickets & Conversations

Super Admin stuck cannot reset passkey or setup 2FA no reset option visible

Anonymous — Sat, 02 May 2026 09:59:00 GMT

Hi everyone,

I am facing a serious account issue in HubSpot and need help.

I am the only Super Admin on the account.

I can log in using Google login and also using email and password with OTP.

There is a passkey saved earlier in my account through Google Password Manager but I have lost access to that passkey.

Now the problem is:

When I try to remove the passkey or set up 2FA HubSpot asks me to verify using the passkey.

Since I do not have the passkey I am completely blocked.

I followed the HubSpot chatbot instructions which said to go to Security settings and use Reset authentication device.

But this option is not visible anywhere for me neither on login nor inside settings.

So currently:

I can access my account
But I cannot manage security settings
I cannot remove passkey
I cannot enable 2FA

Since I am the only Super Admin I cannot use any admin based reset flow.

I need manual identity verification and removal of the existing passkey.

If anyone has faced this or knows how to escalate this to HubSpot support team please help.

Thanks

Re: Super Admin stuck cannot reset passkey or setup 2FA no reset option visible

tverdokhlib1 — Mon, 04 May 2026 09:18:05 GMT

Since you can log in, use that to your advantage:

Go to help.hubspot.com while logged into your account
Click "Contact Us" or the chat bubble
Select "Technical Issue" → "Login & Security"
Submit a ticket or have a conversation via chat

Re: Super Admin stuck cannot reset passkey or setup 2FA no reset option visible

WebGuruz_Tech — Thu, 07 May 2026 12:47:29 GMT

Heya!

This sounds like you’ve ended up in a security loop where HubSpot still trusts the old passkey, but requires it to make any security-related changes.

The important thing is that you still have account access. Since you can log in successfully with Google login and OTP, this is usually something HubSpot Support can help resolve manually after identity verification.

The “Reset authentication device” option normally appears during certain login recovery flows, but it does not always show if passkeys are involved or if HubSpot still sees another valid login method on the account. So you’re not missing anything there.

At this point, the best path is to contact HubSpot Support directly from inside the account while you’re logged in. Since you still have access, open a support ticket and explain that:

you are the only Super Admin,
the passkey device is lost,
and you are blocked from changing security settings because verification requires the missing passkey.

HubSpot can usually escalate these cases to their account security team for manual verification and passkey reset.

Also, once you regain access to the security settings, it’s a good idea to add:

a second Super Admin,
a backup 2FA method,
and recovery codes.

A lot of people only realize they need those after getting stuck in exactly this kind of situation.

Hope this helped!