Lost two factor auth [contact [email protected] from account's registered email address]

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Comments

  • BenBen AWS Team

    Team Member
    edited April 2019

    Thanks @Feisarxl. Our security team will be in touch.

    To be clear: it isn't necessary to post on this forum to receive a response. Sending the email is sufficient. :+1:

    Ben

    ref: UYP-56416-499

  • How do I disable 2FA through Mac/iPhone apps (not browser)? I can't find it in setting.
    Thanks

  • LarsLars Junior Member

    Team Member

    @Kaoru - you're talking about 2FA for your 1password.com account? You can't disable it in the apps, you must use 1password.com. Sign into your account in a browser, then click your Profile from the drop-down and choose More Actions > Manage Two-Factor Authentication. You'll be able to turn it off there.

  • Oh ok! Then I will need some assistance because my phone with Google authenticator was stolen and I cannot sign into my account in a browser. I am still logged in with my apps (Mac & new iPhone): Does that help?
    Thank you

  • ag_anaag_ana

    Team Member
    edited April 2019

    @Kaoru We will be happy to help you with this. To avoid sharing your account information here, can you send us an email to [email protected] from your account's registered email address so that our Security Team can help you privately?

    After you have sent the email, please feel free to post the ticket number you received so we can locate your message and get back to you as soon as possible.

    Thank you!

  • LarsLars Junior Member

    Team Member

    @Kaoru - just to add to what ag_ana already mentioned, you may be able to avoid emailing us if you have a browser on your Mac or PC that you've used to sign into your 1password.com account previously. If you have, then you won't be asked for the 2FA code again (unless you've cleared cache/cookies). If you don't have any desktop browsers (or even mobile Safari or Chrome on an iPad or similar) where you can sign in with only your Master Password, then yes, please follow Ana's advice and email us.

  • brentybrenty

    Team Member
    edited April 2019

    1Password Approved Answer

    If you do not have everything needed to sign into your account -- including the two-factor authentication, if you've enabled it, as in the topic of this discussion -- you will not be able to sign in. So it's important to save all of your account credentials in a secure location, like a safe deposit box, in case you ever need them.

    It is possible to get two-factor authentication reset if you have lost it, but only after a full review by our security team to prevent misuse, or by having an admin in your family, team, or business plan put the account through recovery (which would also allow you to get a new Secret Key and Master Password).

    We're happy to help if we can, but it's not something we can discuss here in a public forum since it involves account information. So I'll close this, and anyone who needs assistance should contact us at [email protected] from their account's registered email address. :)

This discussion has been closed.