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Posted by jovesharma
Digon

Security codes and apps for two-factor authentication

I am Unable to login. Even after entering correct recovery code, it is saying wrong.

However I am entering the correct recovery code.

My actual username is jiveshwar but i had no option than creating this new account to post ticket.

Please help asap.

I am locked out after resetting my phone as 2-step authentication was setup in that phone itself, and your teamviewer website is not accepting the recovery code which was sent to me last year.

8 Replies
8 Replies
Posted by Former Staff Benjamin_B
Former Staff

Re: Security codes and apps for two-factor authentication

Dear @jovesharma Thanks for your contribution. We understand this is a very inconvenient situation.

Due to the fact that TeamViewer does not have any personal data of you, we have no way to verify your identity and therefore we cannot unlock the account. Are you sure you are using the recovery code that was created when the account was set up?

If you have a license, please contact our support. 

Project Manager Community
Posted by jovesharma
Digon

Re: Security codes and apps for two-factor authentication

Hi Benjamin,

I printed that page provided by Teamviewer a year ago and entering the same recovery code.

That's why I was saying that it is not accepting my recovery code.

Can you please send me a verification email on my registered email on that account, so that I can re-setup the 2-factor authentication or something else I can at-least access my account.

Thanks.

Please help!

Posted by jovesharma
Digon

Re: Security codes and apps for two-factor authentication

Anyone from teamviewer please?

 

Posted by Former Staff Benjamin_B
Former Staff

Re: Security codes and apps for two-factor authentication

Hi @jovesharma 

Have you deactivated and then activated TFA again in the past? In that case you have received multiple recovery codes. Only the last one is valid and should be used to unlock your account. 

We are very sorry, but there is nothing that we can do to unlock your account if the recovery code is lost.

Project Manager Community
Posted by Utnnyan
Henagon

Re: Security codes and apps for two-factor authentication

How can you deactivate TFA if you can not log into your account?

Posted by johnsageek
Henagon

Re: Security codes and apps for two-factor authentication


@Benjamin_B wrote:

Dear @jovesharma Thanks for your contribution. We understand this is a very inconvenient situation.

Due to the fact that TeamViewer does not have any personal data of you, we have no way to verify your identity and therefore we cannot unlock the account. Are you sure you are using the recovery code that was created when the account was set up?

If you have a license, please contact our support. 



Is this just the way of saying, "Free customers get  NO support". Even though, your documentation says, we will be supported, however licensed users have the priority.

Posted by PeterGagarin
Henagon

Re: Security codes and apps for two-factor authentication

Suddenly I have exactly the same problem. Log in to the account I can not, the password is correct, but the secret code from the Google application is not suitable. Similarly, the recovery code does not work, although I enter it correctly. I can not disable two-factor authorization either, because the secret code does not work.

To write here, I had to create a new account for sending tickets.

Closed circle of the problem.

Posted by PeterGagarin
Henagon

Re: Security codes and apps for two-factor authentication

I solved the problem! In the "Google authenticator", tap on three dots and select "Setting", then "Correct time for codes", and then all confirmation codes will work!