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Two-factor authentication troubleshooting and possible issues.: 000009204

Article Number: 000009204

How do I move two-factor authentication to a new device or change my phone number?

If you use SMS as a two-factor authentication option, changing mobile phones shouldn't matter as long as your phone number remains the same.

If you change your phone number, then you should update your Security settings by doing the following:

1 - From the homepage, select User Icon Menu > Password & Security.

2 - Click Edit in the Preferred Method panel next to your current mobile phone number.

User-added image

3 - Select SMS as your preferred method.

4 - Review your recovery codes.

recovery codes review

5 - Enter your new phone number and select to send the SMS.

User-added image

6 - Enter the code received on your phone and select Enable two-factor authentication.

If you use the authenticator app for two-factor authentication and you change your device, you should update your Security settings by doing the following:

1 - Select User Icon Menu > Password & Security from the homepage.

2 - Click on Edit in the Preferred Method panel.

User-added image

3 - Select Use an authenticator app as a preferred method.

select method

4 - Review your recovery codes.

recovery codes review

5 - Scan the barcode displayed in the browser.

6 - Enter the code displayed from the authenticator app and select Enable two-factor authentication.

What should I do if I lose access to my two-factor authentication device?

In case you lose access to your phone, you could log in to the Taulia portal using one of your recovery codes. After entering your username and password to log in, select “Enter a recovery code” instead from the bottom of the screen. Enter your recovery code and select Log In.

If you need to know your recovery codes, you should contact one of your Taulia account admins. They should be able to provide a recovery code for you. See below for instructions on obtaining another user's recovery code.

If you are the only account admin and lose access to your phone, please contact Taulia Technical Support to restore your access.

How do I provide a recovery code for a locked-out user?

Account admins can provide two-factor authentication recovery codes to locked-out users by doing the following:

1 - Select Settings > User Manager (menu bar on the top right) from the homepage.

2 - Scroll down to the Users section to see a list of all users and their current two-factor authentication status. The status could be either “Enabled” or “Disabled”.

3 - You can view the recovery codes for users with two-factor authentication enabled by selecting the three dots > View 2FA Recovery Code.

User-added image

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