Error when clicking "Remove Security App"

[RMueller]

I need to change from one Android phone to another. "Security app" is my secondary 2FA.
To add Hubspot to my security app on the new phone (MS Authenticator), I need a QR code.
I do not find any way to get this when a security app has already been set up, before.
Thus, I want to remove the security app as 2FA and add it on the new phone right after.
Yet, when I click on "Remove Security App" under /user-preferences/security I just get an error message without any hint on the reason or any solution. Support didn't find/invest in finding a solution either.

Thank you very much in advance for help.

[danmoyle · Accepted solution]

Thanks @BérangèreL 😊

Hi @RMueller and welcome to the community! 

Is "Security app" a tool like Authy for the QR code? I've not had to use any QR code before, but that's an app I know does us one. The resource I linked has some help, but I don't see where it's causing HubSpot to generate a QR code. 

Otherwise I'd look at this "reset your 2FA" resource to see if that helps. 

[RMueller]

Hi @danmoyle , thank you for the help. I had to switch phones. I am using Microsoft Authenticator as "security app" as Hubspot calls it. By wanting to use the function "Remove Security App" I wanted to get rid of the connection with the old phone and set up a connection to the new phone. Yet - as said - Hubspot throws an error when clicking on "Remove Security App"... And if so, Hubspot should look into this as it is apparently a bug in the system or at least does not tell the user what the problem is.

[danmoyle]

@RMueller sorry for the difficulties - that has to be incredibly frustrating. I know I'd be annoyed. Wish I could have helped more, but hopefully HubSpot finds the bug. 

[BérangèreL]

Hi @RMueller, I hope that you are well!

Thank you for the additional information.

I would like to apologize for the frustration, data issues, and business impact this has caused.

I understand that you'd like to change the device for your two-factor authentication but you are getting an error when clicking on "Remove security app", is that right?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

Also, can you please follow these steps completely, see articles below, in an incognito window or another browser (ie: clicking on "Lost your authentication device?" or "what happens if I lose my 2FA device").

- Two-factor authentication | Frequently Asked Questions
- Reset your two-factor authentication
- Did you submit the form at the bottom of this article?

Please let me know if after that, you are still having issues and we will look at it together.

Thanks and have a great day!

Best,
Bérangère

[BérangèreL]

Hi @RMueller,

Thank you for reaching out to the Community!

I understand that you followed these intructions but when doing so, you are getting an error, si that right?

Can you please send a screenshot of the error you are getting, please?
Which exact steps did you follow until now?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

First, I'd like to share these articles that might help you:

- Reset your two-factor authentication
- Two-factor authentication | Frequently Asked Questions

I also wanted to invite a couple of subject matter experts to this conversation @danmoyle, @Josh and @HFisher7, do you have any suggestions to help @RMueller, please?

If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thanks and have a good day!

Best,
Bérangère

[RMueller]

Dear Berangere, thank you very much for your support! This is the message I get when clicking on "Remove Security App".
Nothing else done yet.