How to reset your two-factor authentication (2FA)

Article author
Temitope Olamolu
  • Updated

We've made it easier than ever to regain access to your Remote account if you lose your two-factor authentication (2FA) code by introducing self serve 2FA reset. Self-serve 2FA reset lets you reset your two-factor authentication code directly on the Remote platform. This means you can usually regain account access without contacting support.

How to reset your 2FA

  1. To reset your 2FA, you can start the process on the Remote login screen by clicking on Reset 2FA.

    2fa screen.png

  2. Click on Start verification to begin. You'll then verify your identity using a valid government ID and a selfie (liveness check) through a secure system called Persona.
    Persona is a third-party identity verification service used by Remote for security and compliance purposes.

    Persona.png

  3. Once verified, you can set up a new 2FA code and access your account.

    Note:
    If user is not Strong Customer Authentication (SCA) required, they can skip this step and proceed directly to the dashboard. If user is SCA required, they must re-set up their Two-Factor Authentication (2FA) before accessing the dashboard.

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

Additional FAQs

What if I don't have a government ID?

If you don't have a valid government ID, or can't verify your identity after a few tries, please reach out to us for further assistance.

What happens if my identity verification fails?

You have up to five attempts to verify your identity using Persona. If you fail to verify your identity, you'll need to contact Remote support for further assistance.

Will my attempts reset after a while?

No, the attempts to verify your ID won't reset after a certain amount of time. You will need to contact support to reset your 2FA manually. This helps prevent fraudulent activity.

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