Problems with password reset

Question

Hy there, I'm actually struggling with a users password reset.

For this reset he needs to type in the verification code - which is just sent to a phone number that doesn't exist any more. There is no possibility to change this method (for example to send the number via mail).

Is there any possibility to reset the password without this phone code?

Thanks

SuJoshi · Accepted Answer

@kglad @Prithiv Mohan30156689dnib

Here is the new policy/update regarding password reset process with MFA enabled:

> If the customer has forgotten their password AND no longer has access to their phone - we can't help.

> If the customer has forgotten their password AND no longer has access to their Email - we can't help.

In the above 2 scenarios, all we can do is cancel the account, and the customer can set up a new one.

IMPORTANT: Support cannot help customers regain access to an account with MFA. However, we have a workaround for a very small set of customers who cannot self-serve: MFA users who have:

ONLY a primary email on their account,
AND have forgotten their password,
AND no security phone number,
AND no alternative Email.
The MFA workaround below only applies to those customers, and they must exhibit all 4 characteristics.

Karen37110313r6i7 · Answer

Good morning,

I am unable to reset my passwordd. When I go to reset password it asks me for my current password. Iff I knew that, I wouldn't need to change it. I have access to both phone and email.

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