Not able to access account with 2FA, due to changed authentication app

Forum|Forum|11 months ago
January 28, 2025
2 replies
0 views

Hello. I am seeking assistance with accessing my Work Pro account, for which I am admin.

(I am writing here via my personal basic account)

In changing over phones, I have lost access to previous Zoom 2FA credentials via my authentication app, and do not have recovery keys on file to access.

Any help, ideally setting up a new support ticket would be great. Thank you.

Account Access

Best answer by MGSR

Hello @DJ_Terra,

Welcome to the Zoom Community! We're excited to have you here.

If you no longer have access to your 2FA codes (for example, you misplaced your device, uninstalled your 2FA app, or removed Zoom from the 2FA app), you can sign in using a recovery code you obtained when you set up 2FA.

Note: You can also contact another or the account owner to reset your 2FA setup. When you sign in to the Zoom web portal, desktop app, or mobile app, you will be prompted to set up 2FA again.

Sign in to the Zoom web portal, desktop app, mobile app, or Zoom Room.
Click Enter a recovery code or Enter a Recover Code instead.
Enter one of the recovery codes you obtained during setup. Each recovery code can only be used once.
Click Verify to sign in.
(Optional) If you lost access to your 2FA device, edit you existing 2FA setup to add a new device.

You can read more in this article.

D

DJ_TerraAuthor

Newcomer

I have since discovered recovery codes, thankfully. So no longer needing assistance.

Nonetheless, disappointing that there was no way to access direct support without signing in or having account profile details at hand.

MGSRAnswer

Community Manager

Hello @DJ_Terra,

Welcome to the Zoom Community! We're excited to have you here.

If you no longer have access to your 2FA codes (for example, you misplaced your device, uninstalled your 2FA app, or removed Zoom from the 2FA app), you can sign in using a recovery code you obtained when you set up 2FA.

Note: You can also contact another or the account owner to reset your 2FA setup. When you sign in to the Zoom web portal, desktop app, or mobile app, you will be prompted to set up 2FA again.

Sign in to the Zoom web portal, desktop app, mobile app, or Zoom Room.
Click Enter a recovery code or Enter a Recover Code instead.
Enter one of the recovery codes you obtained during setup. Each recovery code can only be used once.
Click Verify to sign in.
(Optional) If you lost access to your 2FA device, edit you existing 2FA setup to add a new device.