# Not Receiving 2 Factor Authentication Key

**URL:** <https://community.hubspot.com/t/not-receiving-2-factor-authentication-key/63559>\
**Category:** Account & Settings\
**Created:** [August 23, 2022, 3:35pm UTC](https://community.hubspot.com/t/not-receiving-2-factor-authentication-key/63559 "2022-08-23T15:35:48Z")\
**Posts on this page:** 2\
**Page:** 1

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**Author:** ![PBinda](https://avatars.discourse-cdn.com/v4/letter/p/ba9def/32.png) [@PBinda](https://community.hubspot.com/u/PBinda)\
**Post date:** [August 23, 2022, 3:35pm UTC](https://community.hubspot.com/t/not-receiving-2-factor-authentication-key/63559/1 "2022-08-23T15:35:48Z")

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One of my colleagues just changed his laptop. He is trying to login to Hubspot with his new laptop, but is not receiving the 2 factor authentication key on his mobile.

I help him removed the 2 factor authentication, but it did not get removed.

He is not being able to login to the Hubspot.

Can someone please help me.

Thanks.

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**Author:** ![kvlschaefer](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/kvlschaefer/32/71076_2.png) [@kvlschaefer](https://community.hubspot.com/u/kvlschaefer)\
**Post date:** [August 23, 2022, 5:29pm UTC](https://community.hubspot.com/t/not-receiving-2-factor-authentication-key/63559/2 "2022-08-23T17:29:23Z")

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Hi @PBinda,

Thanks for reaching out!

I wanted to refer you to this help article on[resetting 2FA for a user](https://knowledge.hubspot.com/account/reset-your-two-factor-authentication). When the user logs in, they can click on Lost Your Authentication Device and follow the prompts to either reach out to their Account Admin or HubSpot Support depending on your account setup.

I would also recommend having them add [noreply@hubspot.com](mailto:noreply@hubspot.com) to their safe sender list prior to resetting 2FA in case the email is being blocked or quarantined by their email provider.

 ![kvonloesecke_0-1661275513432.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/8/d/8d117d68beb33884c82a76c51187f676f9850184.png)

If the user still doesn’t receive the 2FA code after taking the above steps, I would recommend having them contact [HubSpot Technical Support](http://help.hubspot.com/), as Support is included in your subscription and they will be able to provide real-time assistance for this matter, where you are able to share screenshots and further information about this.

Best,

Kristen