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

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:

1. Proof of domain ownership (emails from the nonprofit domain help).
2. Documentation showing the former director no longer has authority.
3. 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.

Hello. This issue is still not resolved. You say to send an email. I can do that. But who do I send it to? What is the email address? If you’re rather not post that publicly, I am happy to post my email address here. Thank you.

Hi ​@Karl Palachuk,

My apologies for the late response. You may try this steps to help you resolve your concern.
 

Since you are unable to access your Zoom account due to 2FA being set up on your former director’s phone or authenticator app, but you do have access to the account’s email, you can start the account recovery process. Zoom provides a way to regain access in situations like this, especially for organizations.

Here’s what you should do:

1. Go to the Zoom sign-in page and attempt to log in with your account email.
2. When prompted for 2FA, select the option for “Can’t access your authentication method?” or “Trouble receiving the code?”
3. Follow the on-screen instructions to verify your identity using your email.
4. If you are unable to recover access using the automated options, you will need to submit a request to Zoom Support for account recovery. Be prepared to provide proof of your organization’s ownership of the account (such as payment records, proof of domain ownership, or other documentation).

Since you are still paying for the account and have access to the admin email, you should be able to work with Zoom Support to regain access.

Also, a gentle reminder that we must follow our community guidelines. Protect your privacy and the privacy of others. I hope this helps!