No backup codes and no access to authenticator app

Forum|Forum|2 years ago
April 19, 2023
3 replies
122 views

I have a free account that I'm locked out of. When I log in, I'm asked to use an authenticator app, but I don't have a Zoom code in my current app. I do not have access to any back-up codes and so am effectively locked out of the account. To be honest, I do not recall even setting up 2FA on that account. In any case, now I cannot access it—how can I gain access again?

Account Access

J

jen beaupre

New Member

I am having the same exact problem and now I cannot access my account. How did you get this problem resolved?

F

Frank_TB

Community Champion | Customer

Hello,

Are you referring to a request for a One Time passcode? If so, an email will be sent to the account holder’s email that they registered with to use Zoom.

A security code, often referred to as a one-time passcode (OTP), is a time-sensitive verification code sent to your email or device to confirm your identity during a login attempt. It is used to enhance account security, especially when a suspicious login is detected from an unfamiliar location or device. Users must enter this code to verify that they are the legitimate account holder.

If I have misunderstood, please share more details.

Regards

J

jen beaupre

New Member

It’s supposed to be a paid account which I had initially paid for but unsure if it is still a paid account because I paid it in full for 1 year. Maybe that is what the problem is. But when I set up the paid account, there wasn’t an option for an authentication. I have an authenticator, 3 of them infact and not a single one has zoom or have I needed to set it up. As for the email, there wasn’t a email sent even though it recognized the email that I use for the zoom account. What A MESS!!! Does anyone recommend any programs for meetings than zoom that have better customer support?

S

Susan Flander

New Member

If you are using free Zoom, the support team will not help you and you will be stuck forever. The workaround is to sign in with something like an Apple ID or Google ID. The problem is that the free Zoom that the access gives you does not have the two-step verification options in it or the ability to remove it if you had set up an authenticator previously i.e., Zoom could be allowing others to use your account the way free Skype does which can cause a security breach.

S

Susan Flander

New Member

Terminate the account and recreate it. It is free Zoom, you should be able to remove any old authenticators that may have attached your phone number to the account. However, recreating the account may require a wait time.

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