However, if you have lost this QR code, you will need to reach out to Google to see if they can restore access to the apps you had under your Google Authenticator. This QR code needs to be re-scanned when you set up a new Google Authenticator on a new device. ✅ When you set up your 2FA for the first time between STEPN and your Google Authenticator, STEPN provides you a QR code that you can save. □ My phone broke / I lost my phone and my 2FA authenticator, how can I resolve this? Can I remove the 2FA on my STEPN account? Please check if there are recent App Issues affecting transactions as well.įor faster resolution, please read the below article first before raising a ticket with the Customer Support team. When you are finally able to log in to your account, link the authenticator to the app on your new smartphone - and so as not to have to repeat everything the next time you lose your smartphone with authenticator app, create a backup right away.We recommend reading through the STEPN Whitepaper first before trying out any of the STEPN App's functionalities. You’ll most likely need to prove you are the real owner of the account. If the loss of the authenticator blocks your account access, for example with a corporate or small public service that lacks an automatic procedure for restoring access, contact a local administrator or support service and explain what happened. It shouldn’t take long, and soon you’ll be able to sign in to your account. Select the most convenient option - most services can deliver the code by text, voice call, or e-mail -and wait for it to arrive. To do this, start the account login process by entering your username and password, and when you need to enter a one-time code from the authenticator app, look for a “Try another way” (or similar) link. If it’s an account with a major public service (e.g., Google, Facebook, Instagram) and your account is linked to your e-mail or phone number, you can easily restore access using an alternative authentication method. What you can do now is restore access to your account. If you’re not logged in elsewhere and you’ve lost the smartphone with the authenticator, done a factory reset, or had it stolen (basically, if you no longer have access to it), or if the above method didn’t work, you won’t be able to recover the authenticator. Recovering the authenticator without access to your account The option you need might simply not be operant on the device where you’re logged in. The problem is that not all services use the same settings in the Web version as in the mobile app. Unfortunately, this method doesn’t always work. In that case, simply enter the secret key or scan the QR code in the authenticator app on the new device and you’re all set. Some (but not all) services even display the secret key or QR code of the authenticator in the settings. For example, this option works with Google accounts if you’re logged in to even one of the company’s apps, such as YouTube. The item you need is usually somewhere on the Security tab. Open your account settings and reset the authenticator - that is, link it to the app on the new phone. If you’re still logged in to the account on another device, you may be in luck. Recovering the authenticator if you are logged in to the account on another device If you no longer have access to the smartphone on which the authenticator app is installed, your next steps depend on whether you’re still signed in to the account you need to log in to on another device. Recovering the authenticator without access to your smartphone But what if your phone, and along with it the authenticator app, gets lost, broken, or stolen? In that case, you have several options. One of the most convenient 2FA methods is to use an app that generates one-time codes, such as Google Authenticator and the like. It is vital to protect accounts with two-factor authentication: If your password gets leaked (and leaks are very common), 2FA will safeguard your accounts against hacking. KasperskyPremium Support and Professional Services.KasperskyEndpoint Security for Business Advanced.KasperskyEndpoint Security for Business Select.
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