I'm having trouble logging in with 2FA. What do I do?

I have access to my backup codes

If you don’t have access to the live tokens, you can use one of your backup codes instead and it will allow you to log in. Once logged in, follow these steps to disable 2FA:

  1. Click your name on the top right of the dashboard
  2. Select “Security Settings” from the dropdown
  3. You will be prompted to log in again
  4. Once you successfully log in again, you will see a “2-Factor Authentication” section where you can click the “Disable 2FA” button
  5. You can now enable 2FA using your new device

I don’t have access to my backup codes

If you don’t have access to your live tokens or your backup codes, please contact Aptible Support to request that we disable 2FA. Please remember to cc one of your Account Owners to your request. We require confirmation from an Account Owner before we can disable 2FA for a user. Once 2FA is disabled, you can re-enable 2FA using your new device by following these steps:

  1. Click your name on the top right of the dashboard
  2. Select “Security Settings” from the dropdown
  3. You will be prompted to log in again
  4. Once you successfully log in again, you will see a “2-Factor Authentication” section where you will see the option to Enable 2FA.

:blue_book: Tip

When you re-enable 2FA, please be sure to copy your 2FA recovery codes and store them in a safe place. You’ll be able to use the recovery codes to log in if you lose or change your 2FA device in the future.