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2FA and Recovery Code

Forum|Forum|2 years ago
June 29, 2023
11 replies
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I have a basic account and I inadvertently set up 2FA and cannot find where the Zoom authenticator code is being sent although I have Microsoft and Google Authenticator apps. Also I cannot find a Recovery Code for the account and I cannot submit a ticket for support because it is only a basic account. The only way I could get into THIS Community was to set up a new Zoom basic account (WITHOUT 2FA) with a different email account which is not ideal going forward as it is not the email account I use most of the time. Any suggestions any one? I cannot even upgrade the account to Pro to get the necessary support because I cannot sign into that account! A real Catch 22.

Best answer by Zoom_Supp_Mngr

@domschmidt

Hello,

If you have a Pro account, your account owner can correct this by setting them up with a temporary password for you, and using that password; they can then turn off 2FA for you. You would then have to change your password to something new.

alexisbrown

Community Manager

Hi @ronjoan ,

Thank you for using the Zoom Community to seek support, and apologies for the hassle in trying to seek support from Zoom. I recommend you review this support article, which perhaps has the information you need to solve your issue: Managing two-factor authentication (2FA).

R

ronjoanAuthor

Newcomer

Sorry that does not help and I had read it thoroughly before coming to the Community chat. I only have a private and basic account and so there is no administrator to make changes to the log in details and without an authentication code I cannot get into the account at all.

alexisbrown

Community Manager

Are you able to sign in to your Zoom account from your computer? If so, did you already attempt these steps outlined below?

Sign in to the Zoom web portal.
In the navigation menu, click Profile.
Under Sign In, in the Two-factor Authentication section, use these options to set up 2FA on a new device or remove an existing setup:
- Authentication App
  - Set Up: Set up 2FA using a supported 2FA app. This option is only visible if you don't have an existing 2FA setup that uses a 2FA app.
  - Change Device: Set up 2FA again using a supported 2FA app. This option is only visible if you have an existing 2FA setup that uses a 2FA app.
  - Remove Device: Remove the existing 2FA setup that uses a 2FA app.
- SMS
  - Set Up: Set up 2FA using a phone number that can receive SMS. This option is only visible if you don't have an existing 2FA setup using SMS.
  - Remove Phone: Remove the existing 2FA setup that uses SMS.
  - Recovery Codes: Click View Codes to view a list of recovery codes.

R

ronjoanAuthor

Newcomer

That does not work because I cannot sign into the Account because it insists on an Authentication Code or a Recovery Code neither of which I have. I am using an old email and Zoom account to conduct this conversation but I would like to use my main email account which is the one causing the problem.

Z

Zoom_Supp_Mngr

Employee

@ronjoan
Hello, I sent a private message to you.

Please respond to that message. We would happily assist you with this issue.
Thank you,

Melvin S.

V

VinceVega11

Newcomer

Hi! I have the same issue. Zoom signed out after a session and now requests 2FA but my FA app doesn't have it. I had to create another account but i desperately need to keep my initial one. No support ticket is provided. Please, help)

D

domschmidt

Newcomer

Ich habe das gleiche Problem. Was macht man wenn man die Wiederherstellungscodes verloren hat?

Die Authenticator App geht nicht.

Danke

Z

Zoom_Supp_Mngr

Employee

@domschmidt If you could please turn on your private messaging, we would happily assist you with this issue.
Thank you,

Melvin S.

F

felixatapia

Newcomer

I'm having same issue. Got a new smartphone device. Google Authenticator cleared my code. I don't have the recovery code. After several attempts chat support is not able to help. Using new email but want to recover old account. It's a basic account. If necessary will upgrade but prefer not too. Please DM me for assistance.

N

n_davies

Newcomer

Hi,

I am having the same issue on another account. Phone was lost with recovery codes and Authenticator app...now I can't get into my zoom account. Please HELP!!

SemoTech

Newcomer

There is no "Two-factor Authentication" entry/option under Profile / Sign-In if one is using a Basic account!!!!

Please add Two-factor Authentication section for Basic Accounts!

Thank you.

S

Samtheman

Newcomer

Well then why does it require it when I have a basic account?

S

Samtheman

Newcomer

I have the same issue. Was going to use Zoom today, was signed out and now I cannot sign back in because it asks for the authetication code or the recovery number, which I am not getting for whatever reason. I have checked the spam folders and my texts and nothing. How am I supposed to request a ticket when I cannot even sign in? Please help. I need this account for tomorrow.

S

Samtheman

Newcomer

I am using my work account to participate in this board, but I need to get to my personal account.

S

Samtheman

Newcomer

Has anyone gotten this issue resolved, just wondering.

R

rmikesh

Newcomer

I'm having the same issue. I have another account that I no longer have access to the device that is connected to 2FA. SO I am unable to log into that account. Can you please assist me in accessing this account. As I have a basic account and zero customer support.

MGSR

Community Manager

Hello @rmikesh,

You can try logging in using the Apple, Google, FB options and then editing their 2fa following the direction at the bottom of the page here.

Have a great day!

P

pmk489

Newcomer

Hi. I've also been having this particular issue regarding 2FA codes being requested upon login, despite not having ever set them up on an account. I also had to create a new account just to ask for assistance in fixing this on the other account.

Once again, upon successfully logging in to an account (other than this one, which I created specifically to ask for help), a prompt shows requesting a 2FA code from an authenticator app. I never set this up on that particular, basic account. Can you reset this? I will provide the email address used for that account, when requested.

X

Xap0827

Newcomer

Ｉhave the same issue with another account which I use all the time. This is the account I just created to resolve this account access issue. Can someone help me ? I really need to get in my zoom account to proceed my business. Thank you so much !

X

Xap0827

Newcomer

Also, I do not have a pro account, just a basic account.

L

Lucas2024

Newcomer

I am locked out of my Zoom account because I do not receive the 2FA code in my cell phone. I was able get an account with another email: however, I would like to recover my account with my main email: Can anybody help me? I imagine someone could help me through an email with a code.

Thanks for you consideration.

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