Recover account without 2FA

You do not have your two-factor authentication (2FA). How can you recover your account?

It can happen that you cannot use the 2FA at this time. There are different alternatives to get access to your account:

Use an alternative login method when available.

You installed the SMS code and the Authenticator app as the 2FA method. But you cannot use them. Choose for the alternative method. Click Choose alternative verification method when you are asked for the 6-digit code.

Use the back-up codes.

You save back-up codes on the computer after the setup the 2FA. You can use one of the back-up codes instead of the SMS code or the code from the Authenticator app after you logged in with your email address and password. Most of the times, back-up codes are saved in the Users\username\Downloads folder on your computer. The standard name of the file contains the words Zivver and back-up codes. When you can access your account again, you must reset the 2FA method. Read how to reset 2FA.

Speak to the Zivver admin of your organization.

If you are part of an organization, the service desk or admin of your organization can recover your account. They can add a trusted network which allows you to log in without the 2FA. Send the admin these instructions how they can make this happen.

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