You can use this article to help reset the 2-factor authentication configuration which is linked to your Zendesk agent login.
You may need to do this in the following event:
- Your mobile number changes
- You change/upgrade your mobile device
- Recovery Codes
- What to do if you already have your recovery code
- How to get your recovery code if you don't have it available
- How to reset your linked mobile number or device
Recovery Codes
If your phone is damaged, lost or stolen you can use a recovery code to access your Zendesk account again.
Things to remember:
- Each recovery code can only be used once.
- You can download and save a copy of your recovery codes from your agent profile at any time once logged into Zendesk.
What to do if you already have your recovery code?
When prompted for a passcode at sign-in, enter one of your recovery codes.
How to get your recovery code if you don't have it available
If you've forgotten to store a copy of your recovery codes when you first set up 2-factor authentication, reach out to your Zendesk Admin, who can provide you with your recovery code.
The Admin can follow the steps in the Zendesk Guide on obtaining the recovery code for you here:
How to reset your linked mobile number or device
Once you've got your recovery code and successfully signed into your Zendesk account, you can now update the mobile number or device linked to your account for 2-factor authentication.
Resetting the Mobile number linked to your profile:
- Select your Profile icon in the top right-hand corner of your Zendesk > Click 'View Profile'.
- Then select the 'Security Settings' tab.
- Once there, choose 'Edit' under 'Two-Factor Authentication'
- Select Use SMS, and you'll be able to update the Two-Factor Authentication number.
Resetting the Mobile app linked to your profile:
- Select your Profile icon in the top right-hand corner of your Zendesk > Click 'View Profile'.
- Then select the 'Security Settings' tab.
- Once there, choose 'Edit' under 'Two-Factor Authentication'
- Select Use Mobile app, and you'll be able to update the Two-Factor Authentication app.