Reset your two-factor authentication

If you lose the device you use for two-factor authentication (2FA), change your device, uninstall the HubSpot app, or are otherwise unable to access your 2FA method or backup codes, you'll need to reset your 2FA.

The 2FA reset process will differ based on your account status. Depending on your account, you'll either need to work with your Super Admin to reset 2FA, or you may be prompted to verify your identity with your photo ID using Nametag. If neither method provides you with account access, you can request assistance from the HubSpot support team.

Understand 2FA best practices 

The best way to ensure you retain access to your HubSpot account is to set up both primary and secondary methods for your 2FA login. When you set up 2FA, you'll be provided with backup codes:

• It's strongly recommended to download these codes as a PDF and save them to your device.
• When searching for your codes, the file name is backupCodes.pdf.

The combination of a primary and secondary 2FA method (e.g. Google Authenticator, text message) as well as stored backup codes for recovery will give you the most secure and reliable two-factor authentication setup for your HubSpot account.

Request a 2FA reset

The following 2FA reset process will prompt you to work with a Super Admin. In some cases, you may be prompted to verify your identity with your photo ID using Nametag. 

To request a 2FA reset:

1. On the HubSpot login screen, enter your login credentials.
2. If you're unable to access your 2FA method, on the login verification screen, click one of the following options:
   • Call me for the code: receive a phone call with the code.
   • Use a backup code: enter a 2FA backup code to access your account.
   • Lost your authentication device?: request a 2FA reset from your account Super Admin. 

3. If you originally set up 2FA with the HubSpot mobile app, instead of the options listed above, you’ll be prompted to check the HubSpot mobile app for a login prompt.

• • Under the Don't see the login prompt? section, view instructions for how to find a login code in your HubSpot mobile app.
  • If you have a new device, no longer have the original device, or uninstalled the authenticator app, click New device, Lost device, or Uninstalled device to request a 2FA reset from your Super Admin.

4. Once you have requested a 2FA reset, an email will be sent to the Super Admins listed under Get help from an administrator. The alerted Super Admins are selected based on the following:
   
   • If you have one HubSpot account, an email will be sent to your Super Admins in that account.
   • If you have more than one HubSpot account, the reset email will be sent to the Super Admins from the account you've had access to for the longest.
   • If your account has multiple Super Admins, only the first 25 Super Admins added to the account will receive the reset email.
5. You'll also receive an email with a code. Follow the prompts to work with your Super Admin to gain access to your account. 
6. Account access will be granted once the Super Admin resets your 2FA.
7. When your 2FA has been reset, you can log in with your email address and password only. It’s recommended that you set up your new 2FA method immediately.

Verify your identity with a photo ID

In certain situations, you may be prompted to verify your identity with a photo ID using Nametag. Once you have requested a 2FA reset, this method is available in the following situations:

• You're the only Super Admin in your HubSpot account.
• Your HubSpot account doesn’t have any Super Admins. 
• Your user account has been deactivated or removed.

Learn more about verifying your identity with Nametag. 

Request access from the HubSpot support team

If you've been unable to gain access to your account with your Super Admin or by verifying your account with a photo ID, you can request a 2FA reset from the HubSpot support team.

To start this request:

1. Once you have requested a 2FA reset, in the reset email you receive, click contact HubSpot support.
2. Follow the prompts to work with the HubSpot support team to gain access to your account.

Please note: this method takes a minimum of 48–72 hours to ensure there's ample time to protect your account from bad actors if login information is compromised.

For example, if a bad actor tries to access your account using compromised login credentials, the extra security steps for resetting your 2FA give you time and extra barriers to prevent the bad actor from accessing your account.