I have lost access to my 2-factor authentication device

I have, unfortunately, lost access to my 2-factor authentication device. I have also lost any passcodes for bypassing this I may have had. (I'm not sure how I lost them, so I'm assuming incompetence on my part)

as far as I can tell, this leaves me with two options:
. find some way to deactivate 2FA (which I'm guessing won't be possible)
. create a new account, import all my passwords to it, and delete my old account somehow (to stop me being charged for it)

so, would it be possible for you to deactivate the 2FA or delete my 1password account and, in the latter case, would I be able to use the same email address in the new account? sorry to be a bother.

(to be clear on what I have access to, I know all my security details other than 2FA codes, and am currently logged in to the app on my pc, but not the browser)

Comments

  • brentybrenty

    Team Member
    edited June 2018

    @StaccatoSemibreve: Thanks for reaching out. I’m sorry to hear that. It's no bother at all, but it's not something we can really assist with here in a public forum since it's going to involve account details no matter what. I'll shoot you an email shortly to request some additional information.

    But if it helps anyone else, contacting us at [email protected] from your account's registered email address will allow us to look into it and explore the options with you.

    ref: XTA-76852-331

  • Hi 1Password Team,
    i was in a similar situation recently.
    I have lost 2FA Acces on my Phone. So I wasn't able to sign in to my Account.
    On this point, i want to make a wish:
    Is it possible to add another option eg. send SMS with Backup Code to sign in to an 1Password Account with 2FA enabled?

    I have to say, i didn't checked the forum about this question...

    Kind Regards,
    Daniel

  • brentybrenty

    Team Member

    @blaxxz: Also insecure. Not gonna happen.

  • brentybrenty

    Team Member

    @Daniel_B: We're definitely not going to be offering an SMS option, as that is not a secure communication channel. We'll continue the conversation via email.

    ref: KGM-29811-447

  • What happens if I lose access to my Google Authenticator app (ex: device OS crashed/device damaged, got lost, etc.)

    I tried a hypothetical case by signing in, in Chrome Incognito and I reach the OTP screen to enter the 6-digits code. From there, I am lost.
    Dropbox, Twitter and Teamviewer offer a "Backup code" to disable OTP.

  • brentybrenty

    Team Member

    What happens if I lose access to my Google Authenticator app (ex: device OS crashed/device damaged, got lost, etc.)

    @msxtj: Like any of your other login credentials, if you only have it in one place and it's lost, stolen, eaten, etc., you won't have that to login to your account.

    I tried a hypothetical case by signing in, in Chrome Incognito and I reach the OTP screen to enter the 6-digits code. From there, I am lost. Dropbox, Twitter and Teamviewer offer a "Backup code" to disable OTP.

    We don't offer static "backup codes" as they negate the time-based benefit of TOTP. I suggest you backup your TOTP secret and/or QR code just like you do with the rest of your account credentials, so you'll have that if you ever need it.

  • @brenty please confirm I got it right: in case someone loses here 2fa device, she needs to contact support from the linked email address to have a "restore access to 1Password account" conversation. And that's it. Correct?

  • BenBen AWS Team

    Team Member

    @yevhen

    Correct.

    Ben

This discussion has been closed.