Super Admin 2FA Email

[Zealand4]

As the Main Super Admin for this account, I am not getting this email to reset 2FA:

If you are on a single account with super admins and your email isn't shared across multiple accounts, an email will be sent to one of your super admins to begin the reset process. You will receive an email with a code. You must share this code with one of your super admins to have your 2FA reset.

https://knowledge.hubspot.com/account-security/reset-your-two-factor-authentication

Please let me know what I need to do/chage to ensure that I get the email so I can assist users reset 2FA!

[Zealand4]

@karstenkoehler Thank you for the response. Unfortunately, this does not address my specific need.

For added context, I have every email notification turned on, and I receive many account-related updates (billing, dupes, expirations, etc.) as the Main Super Admin - just not this one.

In speaking to my account contacts, I'm told the 2FA reset email is only sent to a "handful" of Super Admins, and I'm given the same article that you provided. I also recieve the same response when I submit a request to the support inbox. Hence, I find myself.

That said, what setting can I or HubSpot change to ensure that I recieve this specific communication to service folks across my account?

Thanks in advance for your assistance as I'm eager to have this lingering issue resolved.

[karstenkoehler]

@Zealand4 there is no specific setting for receiving 2FA emails. If you've worked through the steps in the article, the next step would be reaching out to HubSpot support, as mentioned in my previous reply.

[Zealand4]

@karstenkoehler Thank you for the quick reply. However, I'm disappointed that this path did not result in a specific answer.

Short of the general articles that I find/recieve, account success/management team, support inbox, and this community forum - where else can I go for help?

I'm at a roadblock for this and several other questions I have!

[karstenkoehler]

@Zealand4 this is a user to user community – there is no way for me to remotely access your HubSpot portal (it would be an IT security nightmare if it was), so I can neither check your notification settings, allowlisting rules, quarantine folders, nor can I access the HubSpot backend (like HubSpot support can) to potentially unblock your email from receiving certain emails.

The specific answer I'm providing is that you should reach out to HubSpot support, in-app (I believe that's what you're referring to when you say 'support inbox'), as a support rep can do some of the things I mentioned above.

In a user to user community, this is as much as I can do.

[Zealand4]

@karstenkoehler Thank you again for the reply. I was not suggesting remote access to diagnose, merely what resources are available to guide & assist.

I was curious if there was something other than reading ALL the articles, watching the various videos, emaiiling my account support team direct, submitting a support inbox ticket, and/or posting to this community form.

Are there any other resources not listed above that I should try?

[karstenkoehler]

@Zealand4 there are Discord channels, there are LinkedIn groups, you could contact your account manager – but the highest likelihood of a quick resolution is by contacting HubSpot support in-app, via chat or email.

[Zealand4]

@karstenkoehler Thank you again for your assistance. I'll see what I can find on Discord and LinkedIn. I hope to find something there.

Given that support tickets have a +5 day response time, and that generic articles are provided as the response, I came here for a real time, detailed answers.

[karstenkoehler]

@Zealand4 HubSpot support is going to be your best chance at solving this. Never say never, but I'd be surprised if you find a solution from someone who is not working at HubSpot.

Have a nice weekend!

[karstenkoehler · Accepted solution]

Hi @Zealand4,

Step 1 here would be to work through the instructions on this page: https://knowledge.hubspot.com/marketing-email/not-receiving-hubspot-system-or-notification-emails

If you're not receiving the reset email after, I would recommend reaching out to HubSpot support to check whether there are issues with your email address on their end.

Best regards!