Employee gone and cannot access account because 2FA goes to old user

Forum|Forum|3 hours ago
April 7, 2026
1 reply
8 views

Your system does not allow someone to get tech support without logging in, so this is for another account.

Hello.

I represent a non-profit whose director has departed.

We are trying to access our Zoom account, but it appears that there is a 2FA that forwards to her phone or authenticator app. She has removed everyone else from the account.

We are still paying for this monthly and would like to gain access.

I have access to the email since it is admin@ the non-profit domain.

Please let us know how we can regain access to this account.

Thank you.

- Karl W. Palachuk

- Founder and Board Member

J

James Smite

Explorer

Hi Karl,

Thanks for sharing the details. It sounds like you’re running into the classic 2FA lockout scenario after an admin has departed. The best course of action is to contact Zoom Support directly using the admin email you still control (admin@yourdomain). Make sure to include:

Proof of domain ownership (emails from the nonprofit domain help).
Documentation showing the former director no longer has authority.
A clear request to reset 2FA or transfer admin rights.

Zoom has procedures for non-profits in this situation, but they cannot bypass 2FA without verification, so having the domain email and official documentation is key.