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

This article explains how to reset your two-factor authentication (2FA) code from the Remote login screen if you lose access to your authenticator app. Anyone with 2FA enabled can reset it themselves, including users who need Strong Customer Authentication (SCA), as long as they know their Remote account password.

Before you begin

Make sure you know your Remote account password and have a valid government-issued ID. You need your password to start the reset, and your ID plus a selfie to verify your identity.

Reset 2FA sits on the login screen, not on the "forgot password" screen, so you do need to know your password. If you have also forgotten your password, contact Remote support via live messaging and the team will help.

How do I reset my 2FA?

1. Go to the Remote login screen and enter your email address and password.
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).

Identity verification is a required part of every 2FA reset. This process works for everyone, whether or not your account needs Strong Customer Authentication (SCA), and you do not need to contact support to start it.

What happens after verification?

You can complete a self-serve reset whether or not SCA applies to your account. 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.

After any reset, including one completed for you by Remote support, you set up 2FA again before you reach your dashboard.

If you sign in with single sign-on and are being asked for a two-factor authentication code, see What is Strong Customer Authentication (SCA) and how does it work?  before you reset anything.

Additional FAQs

What if I have forgotten my password?

You need your password to start a self-serve reset. If you have forgotten it, contact Remote support via live messaging for help with your 2FA reset.

Can I skip identity verification?

No. Identity verification is required for every 2FA reset. It is the only way Remote can safely confirm that it is really you, so it cannot be skipped.

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

The reset needs a valid government-issued ID and a selfie. If you do not have an ID, contact Remote support via live messaging and the team can help you verify your identity another way.

What happens if my identity verification fails?

You have up to five identity-verification attempts through Persona. The limit is there to protect your account. If all five attempts fail, contact Remote via live messaging and the team will reset your 2FA for you.

What if my identity check needs extra checking?

Sometimes the identity check is sent for manual review, for example if it looks like there may be a duplicate account. If that happens, contact Remote support via live messaging. The team will confirm your identity and reset your 2FA for you. This can take up to about one business day, and Remote will email you the result.

Will my verification attempts reset after a while?

No. Your five verification attempts do not reset over time. This limit is there to protect your account.