How do I reset my two-factor authentication (2FA) code?

This article explains how to reset your two-factor authentication (2FA) code directly on the Remote platform if you lose access to your authenticator app. In most cases, you can regain account access without contacting support.

Before you begin

How do I reset my 2FA?

1. Go to the Remote login screen.
2. Click Reset 2FA.
3. Click Start verification.
   
   
    

4. Verify Your Identity

   Complete identity verification through Persona, a secure third-party service that Remote uses for security and compliance purposes. You will need to provide:

   1. A valid government-issued ID

   2. A selfie for a liveness check

      
       
      
       

5. Complete Setup

   Once Persona verifies your identity, follow the on-screen prompts to set up a new 2FA code using your preferred authenticator app (for example, Google Authenticator or Authy).

What happens after verification?

What you see next depends on your account type:

• If Strong Customer Authentication (SCA) is not required for your account: You can go directly to your dashboard after setting up your new 2FA code.
• If SCA is required for your account: You must complete 2FA setup before you can access your dashboard. SCA typically applies to users who perform financial actions such as approving invoices or managing payments.

See also: What is Strong Customer Authentication (SCA) and how does it work?

Additional FAQs

What if I don't have a government-issued ID?

If you do not have a valid government-issued ID, contact Remote support through live messaging for help with your 2FA reset.

What happens if my identity verification fails?

You have up to five attempts to verify your identity through Persona. If all five attempts fail, you will need to contact Remote support through live messaging to reset your 2FA manually.

Will my verification attempts reset after a while?

No. Your five verification attempts do not reset over time. If you use all five attempts, contact Remote support through live messaging. This limit helps prevent fraudulent activity on your account.