If you've been using two-factor authentication and need to reset it because a device is lost, stolen, or you have a new device, you can reset your two-factor authentication. Resetting two-factor authentication for a user invalidates the secret used to generate the user's TOTP, and prompts the user redo the initial configuration steps upon the next sign-in attempt.
A CrashPlan for Small Business administrator must reset the two-factor authentication configuration for a user as follows:
- Sign in to the CrashPlan console.
- Select Users > Active.
- Select the user.
- From the action menu in the upper-right, select Reset Two-Factor Authentication.
Upon next sign-in attempt, the user is prompted to redo the initial configuration steps.
If you're unable to sign in to your account using your Two-Factor Authentication (2FA)token/code, we ask that you reply to your support ticket to grant us permission to reset your two-factor authentication. For your security, the ticket requester email must be the registered administrator on your CrashPlan account.
If you've submitted your ticket from another email, try again with your administrator email. If you don't have access to your administrator email, let us know and we can request other information from you to verify ownership of the account.
Once we've verified account ownership, we'll reset Two-Factor Authentication and you will be prompted to redo the initial configuration steps next time you sign in.
For more information, see Two-factor authentication for CrashPlan for Small Business.