Troubleshooting two-factor authentication (2FA) issues for team members

<p>When a team member signs in for the first time after the <a href="https://support.zendesk.com/hc/en-us/articles/4408826974874-Managing-two-factor-authentication#topic_mzk_l5b_dx" target="_blank" rel="noopener noreferrer">two-factor authentication requirement</a> is turned on, they choose how to receive their verification codes. If they set up an authenticator app as their preferred two-factor authentication method, Zendesk Support will not send codes by email or SMS. In that case, they must enter the code generated by the authenticator app.</p><p><img class="wysiwyg-image-resized" style="aspect-ratio: 701/363; width: 500px;" src="/attachments/token/ta90kyF4xwm0r0IG8b2apWZYE/?name=image.png" width="701" height="363"></p><p>If they lose access to that app, they cannot sign in with email or SMS unless they later change their two-factor authentication method from their profile settings after regaining access.</p><p>To resolve this issue, select an option below:</p><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><p><strong>If the team member uses an authenticator app</strong></p></div><div class="panel"><ol>
<li data-list-item-id="ef531402843ad85fbe95189966e4171f2">Confirm which two-factor authentication method the team member selected when they first signed in</li>
<li data-list-item-id="e61c7548bb33c707cf3bc97d1ae1ff6b7">If they selected an authenticator app, ask them to open that app and enter the current verification code</li>
<li data-list-item-id="ecf1a96e8758e858dfe3f0d60a017b2c6">Let them know that email or SMS codes will not be sent while the authenticator app is set as their preferred method</li>
</ol></div><div class="accordion"><p><strong>If the team member is locked out of their authenticator app</strong></p></div><div class="panel"><ol>
<li data-list-item-id="e64ef6ee6b4cc71044b55560367ebeeb5">Ask an admin to generate a temporary recovery code for the team member</li>
<li data-list-item-id="e3d3cb8e32531f7cc53d3bd8d9d66eaa0">The team member can use that recovery code to sign in</li>
<li data-list-item-id="eaeac83f94827a7ea7e88dba80bfc9c87">For detailed admin steps, See <a href="https://support.zendesk.com/hc/en-us/articles/8197977742874-Getting-recovery-codes-for-team-members-locked-out-of-their-accounts" target="_blank" rel="noopener noreferrer">Getting recovery codes for team members locked out of their accounts</a>
</li>
</ol></div><div class="accordion"><p><strong>If the team member wants to change their two-factor authentication method</strong></p></div><div class="panel"><ol>
<li data-list-item-id="e6c905321241612392c5452f98cf719f8">After signing in, go to the <a href="https://support.zendesk.com/hc/en-us/articles/4408835022490-Viewing-and-editing-your-user-profile-in-Zendesk-Support" target="_blank" rel="noopener noreferrer">user profile page</a>
</li>
<li data-list-item-id="e8d9b4d8566fba4c0b3de2f389e1b41e1">Under <strong>Security settings</strong> &gt; <strong>Two-Factor Authentication</strong>, select <strong>Manage</strong> to update the authentication preferences</li>
<li data-list-item-id="e1fbbe9ba31667a301c8da3edaa17142b">For the <strong>Preferred method</strong>, select <strong>Edit</strong> to switch from the authenticator app to another supported method, such as email or SMS, if available in the account configuration</li>
<li data-list-item-id="ebbaeaf10c998808f7dc604ee7a53a416">Save the changes and use the newly selected method the next time you sign in</li>
</ol></div><h3 id="h_01KVZ0HXXF53JMFWSD0J6XSJBA">Additional notes</h3><ul>
<li data-list-item-id="e60b53c26c4ece6741c4a246625cca95b">The delivery method depends on the option the team member originally configured</li>
<li data-list-item-id="e42515cd4eb405d715f2b090eb864eefc">Not receiving an email or SMS code does not always indicate a delivery issue</li>
<li data-list-item-id="e88999760ac5569494302410e23a78104">If an authenticator app is configured, the verification code must come from that app</li>
<li data-list-item-id="e719d4a13f5cac5f4ac312f0c359fa461">An admin may need to assist with account recovery if the team member no longer has access to their device or app</li>
</ul><h3 id="h_01KYV6KQSC0T8V70F5PT4BBHBR">Additional resources</h3><ul><li data-list-item-id="eeb652ed18ed20e01aa758cb9ed10f23c"><a href="https://support.zendesk.com/hc/en-us/articles/4408829277466-Using-two-factor-authentication-to-sign-in-to-Zendesk-Support" target="_blank" rel="noopener noreferrer">Using two-factor authentication to sign in to Zendesk Support</a></li></ul>