Locked out due to 2FA QR not loading (401 error) – Unable to access account

Smart CRM & Sales Hub Account & Settings
1

Hi Team,

I’m currently stuck during the 2FA setup process and unable to access my account.

The QR code for 2FA is not loading—it just shows a continuous spinner. When I checked the browser console, I can see a 401 (Unauthorized) error on the /api/two-factor request.

Because of this, I’m completely blocked from logging into my account.

I have already tried the following:

  • Incognito mode
  • Different browsers (Chrome, Edge, Firefox)
  • Disabled all extensions
  • Cleared cache and cookies
  • Turned off VPN

However, the issue still persists.

This is urgent because it is blocking access to my production app and I need to manage it.

Could someone please help check this issue or reset 2FA for my account so I can regain access?

I have attached a screenshot/screen recording for reference.

Thanks in advance.

2

That 401 on /api/two-factor probably means your session token is expiring or going invalid mid-setup, so the QR code never has a chance to load. Since you’ve already tried everything on your end, this one needs to be fixed at the account level.

Two paths forward:
If you have another Super Admin who can still get into the portal, they can reset your 2FA under Settings > Users & Teams - find your user and disable it. That’ll let you back in to set it up clean.

If nobody on your team can get in, you’ll need to hit up HubSpot Support directly. Go to help.hubspot.com and start a live chat - no login required. When you do, give them your portal ID and mention the 401 on /api/two-factor specifically… that’ll help them get to the root of it faster. If you’re on a paid tier you can also just call them.

Let me know if you need anything else on our end!

3

Hello @SSharma347,

Thanks for brining this to the Community!

It looks like you might’ve been facing an issue with receiving your 2FA code, but I’m seeing that the codes are sending succesfully and your most recent login attempt was succesful as well.
If the issue is still persisting, then you’ll need to request a 2FA reset by following these steps here:

I hope this helps point you in the right direction!

Best,

Sam, Community Manager