2FA lost
Answered
A client of ours has lost their 2FA code and also doesn't have any backup codes. Can you reset this account? Or is there something the customer can do themselves?
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Hi Bert van de Ven - Securicon,
I hope this message finds you well. While reviewing our community discussions, I noticed that there hasn't been a response from other community members regarding your query. Could you please confirm if your question is still relevant? If so, I'd be more than happy to explore ways we can assist you.
Best regards.
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Hi Bert van de Ven - Securicon,
We hoped we covered the subject in THIS topic, but we'll see if we can improve this.
For any question, your reseller would be your first point of contact, and especially for sensitive subjects like recovery of backup codes. We only process such request from our known authorized resellers, assuming they verified the identity of the actual owner. -
Hi Stefan Dekkers,
The distributor is wrong. Bert van de Ven - Securicon is right.
We only restore 2FA for our authorized reseller to keep the chain of trust.
The end user should request the reset to the integrator, the integrator to the reseller, and the reseller needs to request if from us. This way, we assure only validated 2FA reset requests are made, since we don't know if the end user or integrator is really the person belonging to the account for which the reset is requested.
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