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How to recover access to your account
How to recover access to your account

Learn how to recover access to your account after losing your two-factor authentication (2FA) device.

Jaime Vasconcelos avatar
Written by Jaime Vasconcelos
Updated over a week ago

When you have two-factor authentication (2FA) set up and enabled for your profile, you must have a device with the authenticator app to obtain the random code needed to log in to Probely.

However, you may find yourself in a situation where you lost access to the device and cannot obtain the code. You have several options to overcome this situation:

  1. Use a recovery code from the ones provided by Probely during your 2FA account setup.

  2. Reset your 2FA with the help of Probely’s account owner.

  3. Contact Probely’s support team.

Option 1: Use a Recovery Code

While setting up 2FA for your account, Probely provides a set of recovery codes. In case you have access to them, proceed as follows:

  1. Pick one code you never used before (because each code can only be used once).

  2. Type the code in the 2FA dialog to complete the authentication.

You should now be logged in to Probely. You can go to your profile and, in the TWO-FACTOR AUTHENTICATION (2FA) section, click on UPDATE to replace the device. The procedure will be like steps 4 and 5 described in how to set up 2FA for your profile.

Option 2: Reset Your 2FA

If you can reach out to the owner of your Probely account, he can reset your 2FA and disable it for you.

The account owner has to proceed as follows:

  1. Open the dropdown menu on the top-right corner and click on Users.
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  2. On the Users screen, click on the line of your user to edit it.
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  3. On the User edit screen, click on RESET 2FA, and confirm.
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You should now be able to log in to Probely without 2FA. You can go to your profile and, in the TWO-FACTOR AUTHENTICATION (2FA) section, click on UPDATE to replace the device. The procedure will be like steps 4 and 5 described in how to set up 2FA for your profile.

Option 3: Contact Probely Support

If the previous options fail, don't hesitate to contact Probely support by email to [email protected] with a request to reset your 2FA.

Once you can log in to Probely again, you can go to your profile and, in the TWO-FACTOR AUTHENTICATION (2FA) section, click on UPDATE to replace the device. The procedure will be like steps 4 and 5 described in how to set up 2FA for your profile.
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