If you are unable to access your account because two-factor authentication (2FA) is preventing you from logging in, follow these steps to regain access:
Use Backup Codes
- When you first set up 2FA, you should have been given a set of backup codes. These codes can be used in place of the authentication app to log in.
- Locate your backup codes and use one of them as the second authentication step.
- Note: Each backup code can only be used once. Make sure to generate a new set of codes after using them.
Contact Support
- If you have lost access to your backup codes and cannot use any other authentication methods, reach out to our support team.
- Provide the following information to speed up the verification process:
- Clinic name, your full name and email address associated with the account.
- Clinic name, your full name and email address associated with the account.
Resetting 2FA
- Once your identity is verified, we will disable 2FA on your account.
- We will also need to reset your password and you'll receive instructions on how to set up 2FA again.
- Preventing Future Lockouts
- Keep Backup Codes Securely Stored: Make sure to keep your backup codes in a secure location where you can easily access them if needed.
- Enable Multiple 2FA Methods: Consider setting up more than one 2FA option to avoid lockout scenarios.
Common Reasons for 2FA Lockout
- Lost or changed phone/device with the authentication app
- Accidentally deleted the authentication app or 2FA entry
- Backup codes are unavailable or lost
If you still encounter issues, please submit a support ticket to support@therabyte.com, and our team will assist you.