Hey @NEstates HubSpot support might be able to help, tagging in @BérangèreL
Hi there.
Been using Hubspot for a couple months now. The 2FA option was forced and now it seems the use of the app for 2FA and not emails seems to also now have been forced.
The problem is the only admin account is now locked out and the app was never set up for that account on any device. Password has also had to be reset on that account due to forgetting so we are very much at the start of authentication.
So when trying to work through the process and the website wants app confirmation and we cant do that, there is an option for new phone or uninstalled app. Great! The BIG problem now though is when trying to use that option and requesting the recovery email we get this message:
“We were unable to send the recovery email due to a service issue. Please refresh the page and try again.”
It has been that way since the 27th of July and stays that way to this day.
With this problem we are unable to complete the process. Does anyone know why this is and when it might come right?
Thanks.
Hi @NEstates,
I am sorry to see that you are locked out of your account. We are going to work on this together!
Thank you @TomM2 for your help and for bringing this to my attention 
I understand that you are trying to reset the 2FA and clicked on the “Lost your authentication device” option but you don’t receive the email. Instead, you get this error message “We were unable to send the recovery email due to a service issue. Please refresh the page and try again.”, is that right, please?
Can you confirm that you have tried to follow the steps outlined in this article “Reset your two-factor authentication”, right?
Can you please try to repeat the 2FA reset process but use this link to login instead.
I hope this helps!
If it still doesn’t work, can you please try with another browser?
The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.
Thanks and have a lovely day!
Best,
Bérangère
Hi there Bérangère.
Thanks so much for your reply. In the meantime staff have been using their sub-accounts but now we really are at a point where we need this sorted. Good news though! I tried the standard process again, got the password reset email and then after that for the first time ever got the security questions email! That page has now been reached with the questions answered and I hope the process continues and we get our follow up email in the 48-72 hours you talk about. I have literally just completed the process and now am telling you. Holding thumbs!