Disable 2FA
Good morning,
I'm having difficulty accessing a user's account, they don't receive the 2FA code, how do I disable this 2FA function?
Thanks
Wilherme Constantinov

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The problem is that there is no code for the Authenticator.
We have 2 accounts:
mine: Administrator.
the other: Administrator + user
Logged in, I can only reset my account password. I can't change anything on the other account.
Hello!
I assume you are using a MSP solution right?
You should ask your MSP or admin to do it following this user-guide: https://www.acronis.com/en-us/support/documentation/AcronisCyberCloud/i…
There are situation where that's not possible, if that's the case a ticket should be open with our support so we can create an internal task to disable the 2FA https://kb.acronis.com/content/8153
If this is strictly an issue with Cyber Protect connect you must contact support:
Access to Acronis Cyber Desktop Hub accounts protected with two-factor authentication can be restored in one of two ways:
- by using the 2fa setup key used to enable 2fa verification (it is marked with the following note: 'Print out this page and store it in a safe place. Otherwise, there will be no way to regain access to your account if you lose the ability to create verification codes'),
- with the help of a support specialist who will confirm your identity via the phone number set in the Acronis Cyber Desktop account.
I am very sorry to say that you don't have any phone number specified in your account, so, unfortunately, there is no way to regain access to it.
Since you only have a few computers linked to your account, I would advise creating another one. We can also remove your current account so that you could create a new one using the same email.
Best regards.
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wilherme mattos wrote:The problem is that there is no code for the Authenticator.
We have 2 accounts:
mine: Administrator.
the other: Administrator + userLogged in, I can only reset my account password. I can't change anything on the other account.
Jose Pedro Magalhaes wrote:Hello!
I assume you are using a MSP solution right?
You should ask your MSP or admin to do it following this user-guide: https://www.acronis.com/en-us/support/documentation/AcronisCyberCloud/i…
There are situation where that's not possible, if that's the case a ticket should be open with our support so we can create an internal task to disable the 2FA https://kb.acronis.com/content/8153
If this is strictly an issue with Cyber Protect connect you must contact support:
Access to Acronis Cyber Desktop Hub accounts protected with two-factor authentication can be restored in one of two ways:
- by using the 2fa setup key used to enable 2fa verification (it is marked with the following note: 'Print out this page and store it in a safe place. Otherwise, there will be no way to regain access to your account if you lose the ability to create verification codes'),
- with the help of a support specialist who will confirm your identity via the phone number set in the Acronis Cyber Desktop account.
I am very sorry to say that you don't have any phone number specified in your account, so, unfortunately, there is no way to regain access to it.
Since you only have a few computers linked to your account, I would advise creating another one. We can also remove your current account so that you could create a new one using the same email.
Best regards.
If you don't have access to the other account you need to submit a ticket with our support so we can review the issue: https://kb.acronis.com/content/8153
Best regards.
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