Two Factor Authorization Issue

[Kenikah]

Hello! I have a basic Zoom account, but I’m currently unable to access it because my phone number has changed. The two-factor authentication code is being sent to my old number, so I’m locked out of my account. Unfortunately, I can’t find my recovery codes. Does anyone know how I can resolve this issue and get in touch with Zoom customer service?

[YaBoiB · Accepted solution]

Hi, have you tried logging into your account through a google login? I am looking into how to solve for this, but I do not have many answers just yet. 

I will keep looking. 

[Kenikah]

Thank you for your response and diligence, Brandon. Unfortunately, I’m unable to access my Zoom account. After entering my login and password, I’m blocked from proceeding because the system prompts me for two-factor authentication, which is being sent to my old phone number. I now have a new number. To seek assistance, I created this secondary account, as I’m locked out of my primary one. I am unsure if I can open a ticket through the secondary account for the primary account.

No. I have not tried logging into the account through a google login. Can you explain how to access the account through Google?

[YaBoiB]

@Kenikah, 

 I spoke with someone in support, and they said that if you can open up a support ticket, the support team can assist you. Have you already tried to open up a ticket?

[Kenikah]

Thank you for your response and diligence, Brandon. Unfortunately, I’m unable to access my Zoom account. After entering my login and password, I’m blocked from proceeding because the system prompts me for two-factor authentication, which is being sent to my old phone number. I now have a new number. To seek assistance, I created this secondary account, as I’m locked out of my primary one.

[Kenikah]

Dear Zoom Support Team,

I am writing to express my frustration with the response time I have experienced regarding my account issue. Unfortunately, due to the lack of timely assistance, I am now forced to consider canceling my subscription. I have a paid workshop scheduled for this Saturday, and I am unable to proceed with any further arrangements given the current situation.

This is especially frustrating as I now find myself needing to take additional steps, including replacing my debit card, to prevent further charges to an account I no longer have access to.

I would appreciate a prompt resolution to this matter. If we cannot find a solution quickly, I will unfortunately need to cancel my subscription and explore alternative services.

Thank you for your attention to this urgent matter. I look forward to hearing from you soon.

Best regards,

[YaBoiB]

Hello @Kenikah, 

 I emailed you my Zoom Scheduler. Let's try and connect on a meeting and see if we cannot fix this issue for you. I think it will be better if we did this in a live session. If that does not work, I will direct you to support myself and get an agent to assist you. Please know that many of us have a regular job here at Zoom and do the community work on our off time just to help out our customers. Many of us do not have scheduled time to work on these issues, we simply just enjoy helping out Zoom customers. 

That said, I apologize for your frustration. 

[DJ_Terra]

Hi Brandon, thanks for your time volunteering here.

I hope you may be able to assist me with a similar issue to Kenikah's.

I have just changed my phone over, and lost my Authenticator App's 2FA credentials for Zoom in the process (Zoom Workplace Pro). Unfortunately I don't have any recovery codes on file. 

So cannot access any of the typical support assistance either. 

If possible, can you please get one of the Zoom Technical Support team to reach out to me. 

Thank you,

David (Rights & Inclusion Australia)

[oamoafo]

I have exactly the same issue and don't know how to get around it. I have tried everything to get to the support team and this is also impossible. Super bad support!

[MGSR]

Welcome to the Zoom Community, @oamoafo! We're glad to have you here. If you don't have an account admin who can reset the 2FA for you, please submit a ticket to our billing department using this link. They will be able to reset the 2FA for you after some verification.