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Disable 2FA

Thread needs solution

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 

0 Users found this helpful
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Posts: 2
Comments: 1727

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.

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.

 
 
 
 
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.

frestogaslorastaswastavewroviwroclolacorashibushurutraciwrubrishabenichikucrijorejenufrilomuwrigaslowrikejawrachosleratiswurelaseriprouobrunoviswosuthitribrepakotritopislivadrauibretisetewrapenuwrapi
Posts: 2
Comments: 1727

wilherme mattos wrote:

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.

 
 
 
 
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.