If you have lost access to your two-factor

If you have lost every way to complete your second step — your passkey, your authenticator app and your recovery codes — you cannot get back in on your own. Your two-factor can be reset, so you can set it up again, in one of two ways: by an owner or admin of your company, or by Bizomate support after a series of checks. Both usually take about one working day.

We never send sign-in codes by email. Anyone who got into your inbox could use them, so we do not offer it.

Who can do this

Anyone whose two-factor is set up and who cannot complete it. Your password still has to be right — a reset does not change it. If you have forgotten your password too, reset that first: see Reset a forgotten password.

Before you start

Check you really have nothing left:

• a passkey on another device, or synced to your password manager;
• the authenticator app on an old phone or a backup;
• the bizomate-recovery-codes.txt file, or codes saved in your password manager.

Any one of them gets you in. See Sign in with a recovery code.

Steps

The quickest way: ask an owner or admin of your company

1. Ask the owner or an admin of your company to reset your two-factor from the company's members page.
2. When they do, you get an email and a notification: Your two-factor was reset.
3. Sign in with your email and password, and set up two-factor again. See Set up two-factor the first time you sign in.

A company admin cannot do this if you belong to more than one company, if you are the owner and they are not an admin, or if your two-factor was reset in the last 30 days. Then Bizomate support does it.

Through Bizomate support

1. Sign in with your email and password. On the second-step page, select Lost access to everything?.
2. On Lost access to everything?, select Talk to support. The chat opens. Tell support you have lost your two-factor.
3. Support starts the reset from your ticket. Nothing is removed yet. We email your account's address: Confirm your two-factor reset.
4. Open the email and select its link. You asked for a two-factor reset opens.
5. Select Confirm this reset. Thanks — that's confirmed opens.
   • Did not ask for it? Select I didn't ask for this. The reset is cancelled and nothing changes.
6. Bizomate checks it is really you, one of two ways:
   • If your company has another owner or admin, each of them is asked Is this really Rohan? by email and in their notifications. The first answer decides. If anyone says no, the reset stops.
   • If there is nobody else to ask, support checks a few things only you would know on your ticket, then starts a 72-hour wait. We email you Your two-factor reset is on a 72-hour wait, with a link to cancel it.
7. A platform admin at Bizomate — never the same person who started it — approves the reset.
8. We email you Your two-factor was reset, saying what was removed and who checked and approved it.
9. Sign in with your email and password, and set up two-factor again.

Cancel a reset during the 72-hour wait

1. Open the email Your two-factor reset is on a 72-hour wait and select its cancel link. Cancel this reset? opens, saying when the wait ends.
2. Select Cancel this reset. Reset cancelled opens: Nothing changed on your account. You can ask again later if you still need it.
   • To let it go ahead, select Let it continue.

What happens next

When a reset goes through, by either route:

• Every two-factor method is removed — every passkey, the authenticator app and every recovery code.
• Every session is signed out, on every device, and any browser you had told to remember your second step forgets it.
• Your password is unchanged.
• You get an email and a Security notification — Your two-factor was reset — naming who did it and what went. Not you? Contact support straight away.
• Your next sign-in goes straight to setting up two-factor, with ten new recovery codes.
• Bizomate's admin log records it — who did it, who checked, and what was removed.

Good to know

• At most one reset per account in 30 days, by either route.
• The confirmation link lasts 24 hours and works once. If it is not used in 24 hours, the reset expires and nothing changes.
• A colleague's question lasts 7 days. If no owner or admin answers in 7 days, the reset expires and nothing changes.
• The 72-hour wait can be cancelled by anyone holding your inbox, without signing in — so if someone else asked, you can stop it.
• Only one reset at a time. Support cannot start a second while one is running.
• Nothing to reset? If your account has no two-factor set up yet, sign in and you will be asked to set it up — no reset is needed.

If something goes wrong

Related

• Answer a colleague's two-factor reset check
• Set up two-factor the first time you sign in
• Sign in with a recovery code
• Manage your two-factor methods