No recovery code to deactivate or change two-factor

I enabled two-factor authentication after my TeamViewer account was hacked into last year. It worked fine for a while, but I have changed phones and I can not enroll a new authenticator nor deactivate two-factor without my old phone, which was already wiped and sold. Unfortunately I must not have paid attention when the two-factory recovery code was given. How can I regain full access to my account?

I am still authenticated to multiple devices if that helps to prove my identity, and I also have access to my email. I had to create a new account to join the community and post this message since I could not log into the old one via the website.

I think that email or SMS authentication would be a much better backup method for account recovery than the method currently used.

Thank you

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Accepted answers

JoshP

Hello @Dmdrl

Thank you for your post, and welcome to the TeamViewer community!

The first thing I would suggest is to take a quick look in your downloads folder - At the end of the setup for two factor authentication, you are prompted to save the recovery key - one option is to download a txt file:

I bring this up as I was in your situation recently, and as a last resort I searched my downloads folder (which I never clean out... I know, I know...) but lo and behold - it was there! The filename is:

TeamViewer_recoverycode.txt

If, however, we are unable to locate the recovery code, then there would be no way to disable two factor authentication. As mentioned in our article on how to deactivate two factor authentication:

⚠CAUTION: The Two factor authentication can not be deactivated by TeamViewer. If you lose your recovery key, you will also lose access to all TeamViewer features where your account is needed. Therefore, it must be kept in a secure place.

As mentioned by our Community Manager @JeanK there are a couple potential solutions which depend on the version of TeamViewer used:

https://community.teamviewer.com/English/discussion/comment/83529#Comment_83529

Should you have any other questions regarding this, please do not hesitate to let us know.

Take care!

JeanK

@Animesh

There are two options you can follow to get you started again:

If you own a professional TeamViewer license:

Please contact our support via phone, they will guide you through the procedure: Contact us via phone

If you are using the free version of TeamViewer:

You can create for free a new account: https://login.teamviewer.com/LogOn#register
If creating a new account with a different email address is not an option and you want to use this same account again, you can request the deletion of your TeamViewer account by writing an email to privacy@teamviewer.com.
As soon as the account is deleted by our dedicated team, you will be able to create the TeamViewer with this same email address.

JenW

Hi @JimmyRow,

Welcome to the TeamViewer Community ! 🌍

First, could you please check if you have saved somewhere the recovery code when you activated TFA?

If you don't retrieve this recovery code, as a free user, there are two options you can follow to get you started again:

You can use this brand-new TeamViewer account with your old email address.
If this option above is not optimal for you, you can request the deletion of your TeamViewer account by writing an email to privacy@teamviewer.com. As soon as the account is deleted by our dedicated team, you will be able to create the TeamViewer account with this same email address.

Let us know if you have any further questions, we will be happy to assist you!

Best,

Jen

All comments

JoshP

Hello @kevy007

Thank you for your post.

If you do not have access to the recovery code provided at the time of set-up, our support team would be able to assist licensed users in resolving this.

Please reach out to our support team directly so they may further assist. You can find local numbers here. Alternatively, you can also submit a ticket.

Hope this helps!

Dmdrl

Hello @JoshP !

Thanks a lot. Indeed, I did not find a file, but a screenshot with that name.

Thank you again!!!

JoshP

Hello @Dmdrl

Thank you for your post, and welcome to the TeamViewer community!

TeamViewer_recoverycode.txt

As mentioned by our Community Manager @JeanK there are a couple potential solutions which depend on the version of TeamViewer used:

https://community.teamviewer.com/English/discussion/comment/83529#Comment_83529

Should you have any other questions regarding this, please do not hesitate to let us know.

Take care!

Ying_Q

Hi @ihf,

Welcome to the TeamViewer Community!

We are sorry that you have an issue with the security code while login into the TeamViewer account. For free account deletion requests, it is possible to process by sending the request to privacy@teamviewer.com and the internal team will handle the request individually.

Best,

Ying_Q

JoshP

Hello @dresq

Thank you for your post, and we are pleased to welcome you to the TeamViewer community!

I have included the most relevant information for you from the linked comment from @JeanK, our Community Manager:

If creating a new account with a different email address is not an option and you want to use this same account again, you can request the deletion of your TeamViewer account by writing an email to privacy@teamviewer.com.

As soon as the account is deleted by our dedicated team, you will be able to create the TeamViewer with this same email address.

I hope this helps!

JenW

Hi @JimmyRow,

Thank you for your confirmation!

If you need any assistance, just let us know, we will be happy to assist you!

We wish you a nice week ahead 🤠

Jen

smartcomputing

I have the same issue. I can still access my account as I'm authenticated on my laptop via the app. How do I go about getting two factor deactivated without the recovery code?

darknetcs

My phone crashed and whipped all my 2FA codes, also I've lost all my data on my NAS where I kept my recovery codes (well just my luck), now while I'm still logged in to TeamViewer on my main computer I can log into Management Console, but cannot obtain recovery codes, as they are locked behind 2FA, nor cannot deactivate 2FA for same reason. Can anyone advise me what to do please?

Duythuong

i used to use 2 step auth but now i change iPhone. Now i dont have QR code and recovery key. How can I reset it?

ihf

Is there a way to delete my Teamviewer account? I cannot login as I do not know my "Security code".I am asking this question from another account.

Animesh

I lost my recovery code . Kindly help getting it back

JeanK

@Animesh

There are two options you can follow to get you started again:

If you own a professional TeamViewer license:

Please contact our support via phone, they will guide you through the procedure: Contact us via phone

If you are using the free version of TeamViewer:

You can create for free a new account: https://login.teamviewer.com/LogOn#register
If creating a new account with a different email address is not an option and you want to use this same account again, you can request the deletion of your TeamViewer account by writing an email to privacy@teamviewer.com.
As soon as the account is deleted by our dedicated team, you will be able to create the TeamViewer with this same email address.

JimmyRow

I have a TeamViewer account for which I set up TFA using a cell phone I no longer have (and no longer have access to the old phone number). I tried to do a password reset and now I'm locked out because I cannot receive the security code.

I've been hoping I can just tell someone at TeamViewer support what my old phone number was so that I can verify my identity somehow, but I cannot find any method of contact for the free account.

I am currently logged in on a brand new account with an old email address I haven't used in years just because I cannot use my main email address, since it is already associated with my original TeamViewer account for which I cannot use.

Is there an email address or something I can use to contact a support person, or is there any other option for recovering my account?

Thanks,

Jim

JimmyRow

Thank you. I do not have the recovery code, so I will request a delete and start over with my preferred email address.

JenW

Hi @JimmyRow,

Welcome to the TeamViewer Community ! 🌍

First, could you please check if you have saved somewhere the recovery code when you activated TFA?

If you don't retrieve this recovery code, as a free user, there are two options you can follow to get you started again:

You can use this brand-new TeamViewer account with your old email address.
If this option above is not optimal for you, you can request the deletion of your TeamViewer account by writing an email to privacy@teamviewer.com. As soon as the account is deleted by our dedicated team, you will be able to create the TeamViewer account with this same email address.

Let us know if you have any further questions, we will be happy to assist you!

Best,

Jen

Boski

Hello,

How can I restore my account ? I know correct password and "zero knowloedge" but I don't have access to 2FA code and I don't know recovery code.

CBoulenger

@jamesd3rd Contact privacy@teamviewer.com and ask them to delete the account. After deletion you'll be able to recreate it.

jamesd3rd

A user where I work has a TeamViewer account that uses two Factor authentication. In the past year or two she got a new phone but didn't fully set up the TeamViewer account in the authenticator app on the new phone. When she taps on the TeamViewer entry on the authenticator app she gets prompted to recreate the account. It says the account is disabled an to add it again. Which cannot be done unless you sign into TeamViewer and scan the QR code using the phone. The only way you can do that is by entering the six digit code. At this point we have to deactivate two-factor authentication, delete the TeamViewer entry from the authenticator app on the old phone (if that's still possible), and add it to the new phone by scanning the QR code in the TeamViewer account.

I should mention that throughout all this, she had forgotten her TeamViewer password so she reset it using the browser. Part of the process requires entering these six digit code that you get from two-factor authentication which she unable to get per the previous paragraph. She has a copy of the recovery code so she entered that in the authenticator app that's on the new phone and the app created a two-factor authentication code but for some reason, TeamViewer would not accept any of the two-factor authentication codes generated when she tried to complete the reset password process.

So now we're stuck kind of in limbo. Unable to complete the reset password process because there's no valid six digit code coming from the authenticator app after she entered the recovery code which prevents her from deactivating to factor authentication.

What course of action is there now?

RichyRich2000

Hello all,

Hoping someone can help!

So I have the basic version of team viewer. I had an authenticator app set up on my phone to sign into my account. My phone is lost and there was no backup of the authenticator info - something I will definitely be setting in in the future! When I try to login from home i'm asked for this code but I don't have it nor do I have a recovery code!

Luckily, I have another remote desktop app running on the PC I am trying to access, so I can open an active session of team viewer and the management console, but obviously if I logout I will lose access. Therefore, however how do I set up another authenticator app on the account to regain access if I don't know the 6 digit code I'm being asked for the deactivate the 2 factor setting:

"Please enter your security code to deactivate two factor authentication for your account."

"The security code needs to be six digits"

I wasn't aware I had a 6 digit code... so i'm stuck!

Any help greatly appreciated.

Regards

Rich

JeanK

Hi @RichyRich2000,

Indeed, there will be no workaround, even though you have an open session; as you correctly said, the system will ask you for the code, even for the deactivation of 2-factor authentication.

There are two options you can follow to get you started again:

If you own a professional TeamViewer license:

Please contact our support via phone; they will guide you through the procedure: Contact us via phone

If you are using the free version of TeamViewer:

You can create for free a new account: https://login.teamviewer.com/LogOn#register
If creating a new account with a different email address is not an option and you want to use this same account again, you can request the deletion of your TeamViewer account by writing an email to privacy@teamviewer.com.
As soon as the account is deleted by our dedicated team, you will be able to create the TeamViewer with this same email address.

/JeanK

TechClint

I cannot access my account anymore as I do not have access to my authenticator that was setup. I need to either remove the authenticator or delete my account.

ihf

I no longer have my 2FA key nor my backup codes. Is there a way to have the account deleted so that I can start over?

JeanK

Hi @ihf,

Indeed, as explained above, you can have your account deleted so you can start over.

Have a great day,

/JeanK

Akiho

Hi @MarcEngrie,
Thank you for reaching out to the Community.

If you are using a TeamViewer for personal use, please write an email to privacy@teamviewer.com to request the deletion of the TeamViewer account.

Please let us know if you have any other questions about TeamViewer.

Best regards,

Akiho

MarcEngrie

hi, I have locked out my [removed per Community Guidelines] account. I had enabled 2-form authentication using an app on my phone. As I found it not handy enough I removed it without considering the consequences. (stupid me). Hence I have no access any longer to the my TV account. Note I did use this account only occasionally to help out a friend once and a while. In meanwhile, I created a new account (and use 2FA but with Google Authenticator). However I would like to delete the [removed per Community Guidelines] account but can not. So my request is: can you remove that account and let me know.

Fred_teamviewer

In fact I am getting increasingly frustrated with being sent around in circles. Doesn't every company have an obligation under GDPR to support a users right to have all their details deleted?

If TeamViewer do not provide a mechanism to allow a user to do this themselves by having a workaround for an account that used two factor authentication and now the user cannot access the codes because it was 5-years ago and has not been used in all that time (new phone, new laptop etc.) then how can they comply with GDPR and how is a user supposed to address this?

Fred_teamviewer

How can I delete a free account I have becaue it's preventing me from being added to a paid Enterprise one.

kevy007

Hi team,

I have lost my recovery code and my mfa. I dont think there is a way around this other than getting in touch with you guys? Our company Admin said there wasnt much they can do either.

Your help is appreciated.
Thanks

Regards,
Kevin

Credit Sense

Fred_teamviewer

Thanks for moving my posts. Just a comment… I think the guys on the chat should be provided with this information to save users having to waste time figuring it out themselves:

"If you are using a TeamViewer for personal use, please write an email to privacy@teamviewer.com to request the deletion of the TeamViewer account."

pacmanssj

Hi,

I've lost access to my 2 factor and don't have my recovery code. Is there a way to either get the account deleted (so I can re register the same email address) or get it reset? Or is the only solution to create a new account with different email?