If you've been using two-factor authentication, then need to reset it because a device is lost, was stolen, or you have a new device, follow the instructions below. Resetting two-factor authentication for a user invalidates the secret used to generate the user's TOTP, and prompts the user redo the initial configuration steps upon the next sign-in attempt.
A CrashPlan for Small Business administrator must reset the two-factor authentication configuration for a user as follows:
- Sign in to the Code42 console.
- Select Users > Active.
- Select the user.
- From the action menu in the upper-right, select Reset Two-Factor Authentication.
Upon next sign-in attempt, the user is prompted to redo the initial configuration steps.
If you are unable to sign in to your account using your Two-Factor Authentication (2FA) token/code, we ask that you provide us with some of your CrashPlan for Small Business account information, which will be used to verify that you are the owner of the affected account.
Once you've provided all of the information listed below and we have verified account ownership, we will reset Two-Factor Authentication and you will be prompted to redo the initial configuration steps next time you sign in.
To reset Two-factor Authentication, please provide the following information in a direct reply to your email or ticket.
- First/Last name as it appears on the last subscription order
- The type of card or payment method which was used to pay last subscription renewal
- The billing address specified on the last subscription renewal
- The last four digits of the card number used to pay last subscription renewal
- The Expiration date of the card used used to pay last subscription renewal