URGENT! Assistance needed: No access to account after phone loss, no access to Authenticator App | Community
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K
Newcomer
KrisL
Newcomer
October 25, 2024
Question

URGENT! Assistance needed: No access to account after phone loss, no access to Authenticator App

  • October 25, 2024
  • 2 replies
  • 1 view

Hi Community & ZOOM Support,

I feel really desperate and I am hoping you can help.
After loss of my phone and damaged backup (yes, very unlucky...) I cannot log in to my Zoom account anymore because I don't have access to the Authenticator App anymore.


I wanted to log in to reset 2FA (I do have the correct email address and password), but I am ending up in an endless loop because the only way to login is entering an Authenticator App code.

I am the admin (one-user business).

I tried the chatbot to connect with support, but chatbot AI cannot connect me because I'm not logged in...

I am writing here from my newly created personal free account in order to get community access.

I am a freelancer and dependent on Zoom for my work, so I deeply appreciate any help...

Thanks,
Kristin

2 replies

jdott16
Community Champion | Employee
jdott16
Community Champion | Employee
October 28, 2024

Hello,

 

I would recommend checking out the following steps to see if you can sign in through a recovery code: https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0066054#:~:text=Click%C2%A0Verify.-,How%20to%20sign%20in%20using%20a%202FA%20recovery%20code%20(user),-If%20you%20no 

 

I hope this helps and please make sure to mark the solution as accepted if this information is what you needed.

Thank you,

Jake

    K
    Newcomer
    KrisLAuthor
    Newcomer
    December 9, 2024

    Dear Jake,
    Thank you for your comment.
    I tried this several times, but this always leads me back to the actual issue:
    Reset of 2FA requires a login to the account by the admin - and I do not have an admin, I am a "one-woman-show" as a freelancer... I lost access to 2FA authenticator app due to phone and backup crash, so login to my Zoom business account and recovery code generation are not possible by me.
    I need technical support to reset my 2FA method...

    C
    Newcomer
    csc__
    Newcomer
    December 10, 2024

    Please try to login using the SSOs, if you earlier linked it, 2FA will not trigger in this case. Else, please reach out to Zoom billing team, they will disable the 2FA. (My concern was resolved by reaching out to Zoom billing support) 

      K
      Newcomer
      KrisLAuthor
      Newcomer
      December 15, 2024

      Hi @csc__ ,
      Thank you for sharing your experience & advise!
      Not sure though what you mean - or what I am supposed to change in my login procedure - when you say >>Please try to login using the SSOs<<?

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