can't remove 2FA

[Vic-rider]

I have a user that lost it's 2FA backup Codes:

This 👇🏾 : 

when he want to login, he can't and i can help :

This 👇🏾 : 

then he have the possiblity to ask help from me a SUPER ADMIN :

But from my side, i have to PUT his 2FA remove code that he lost : 

So, i'm blocked on this screen : 

So, how can i handle this ?

[daniel_daniel]

Hi @kennedyp,
This issue kinda happens to 1 of our user also..
They lost the auth-device, trying to login & request to bypass the code required, but the otp-code does not sent to our super admin..
We're already ensure that our super admin email can retrieve email..
Any filtration / email block in your system to certain users maybe?
Thank you

[BérangèreL]

Hi @daniel_daniel and welcome, we are delighted to have you on the HubSpot Community!

Can you please send me, via private message, the email address of the super admin who is not receiving the codes, as well as the Hub ID?

That way, I'll look internally to see if there is any bounce on this email address.

Thanks,
Bérangère

[kennedyp · Accepted solution]

Hey @Vic-rider! Thanks for your post. I did remove some images to protect your personal and private information. 

When you request access from a Super Admin, 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 and they will enter it in a subsequent email they receive to have your 2FA reset. 

If your account has Super Admins but you don't have access to them, in the email you receive, click Get help from Support to go through the Lost authentication device flow instead of the Super Admin reset flow. 
 

Best, 
Kennedy

[Vic-rider]

Thanks for your reply.

In my case, I did send the help request to the admins and they received well. but me, i don't receive any email with the code to provide to the Admin.

[kennedyp]

I would be sure to double-check all mail folders-- sometimes they can get lost in spam or another filter 😊

[Vic-rider]

I already check it up several times. and nothing

[kennedyp]

Hi @Vic-rider-- I see your account is on a Professional trial, so I recommend taking advantage of your access to support and opening a ticket for a more thorough investigation. The Support team can access your account from the backend to get a quicker resolution.