What to do if I lost 2FA device and cannot login without entering the 2FA code
Before you read: Please note that all the passwords, codes, account numbers, etc… displayed in this guide are not actual but made only for demonstration purposes to answer questions regarding how to use the platform.
If you lost your 2FA device or the device where the codes are stored, and you're stuck at the login screen since you need to enter the 2FA code to be able to log in, please follow the following steps carefully:
If you have already stored before the recovery codes for the 2FA, then follow the steps below:
1- Click on the link which says “Enter a two-factor recovery code”.
2- On the next screen, you need to enter one of the 9 recovery codes which you should have got right after you finished setting up your 2FA previously before you lost access (if you enter a recovery code which you have used already, it won’t work).
Once you click on Continue, you’ll be logged in back to your account and the code you have already used won’t be reusable again, so you’ll have to use the other codes until you’re able to restore your account’s 2FA. However, if you need to completely disable the 2FA from your account and add it again on a new device, please write us an email to email@example.com from the same registered e-mail address on your Genesis Vision account, and our staff will assist you further!
Customer support service by UserEcho