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Posted by intuit
Henagon

Bug when deactivating 2FA with correct recovery code (it's broken!)

The phone that had 2FA codes for my TeamViewer account broke recently, so I can't login from new devices anymore.

I was given the option to deactivate 2FA by entering the recovery code that I had saved from when I first activated it. I entered it, and was then successfully logged in to my account. Presumably, 2FA would be deactivated after that.

However, when going to Profile Settings > General > Two factor authentication, it still shows a "Deactivate" link. When I click on this, instead of the recovery code, it asks me for a 6-digit security code, which is presumably the OTP provided by the 2FA app. Entering the recovery code here will give me an error saying that "The security code needs to be 6 digits"! Which means the recovery code is useless!

Please help. I'm unable to login to TeamViewer from new devices because 2FA deactivation is broken!

3 Replies
1 Accepted Solution

Accepted Solutions
Posted by Moderator Moderator
Moderator
Solution

Re: Bug when deactivating 2FA with correct recovery code (it's broken!)

Hi @intuit 

Thank you for your message. 

Can you please click on the following link and sign in with your TeamViewer credentials?

https://login.teamviewer.com/LogOn#deactivate-tfa

You are then asked fdor the recovery code and may enter it. 

The TFA is deactivated afterwards. To make the changes apply, it may be necessary to sign out and in again. 

Hope this could help and wish you a great day.

All the best,
Natascha

3 Replies
Posted by Moderator Moderator
Moderator
Solution

Re: Bug when deactivating 2FA with correct recovery code (it's broken!)

Hi @intuit 

Thank you for your message. 

Can you please click on the following link and sign in with your TeamViewer credentials?

https://login.teamviewer.com/LogOn#deactivate-tfa

You are then asked fdor the recovery code and may enter it. 

The TFA is deactivated afterwards. To make the changes apply, it may be necessary to sign out and in again. 

Hope this could help and wish you a great day.

All the best,
Natascha

Posted by intuit
Henagon

Re: Bug when deactivating 2FA with correct recovery code (it's broken!)

Looks like I had to sign out first and sign in again (like you said) for it to work. Thanks!

Posted by Moderator Moderator
Moderator

Re: Bug when deactivating 2FA with correct recovery code (it's broken!)