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 with the code: receive a phone call with the code.
   • Use a backup code: enter a 2FA backup code to access your account.
   • Reset authentication device: request a 2FA reset from your 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.

• • To view instructions for how to find a login code in your HubSpot mobile app, click Didn't get a prompt?.
  • If you have a new device, no longer have the original device, or uninstalled the authenticator app, click Reset authentication device to request a 2FA reset from your Super Admin.

4. To reset the authentication device, in the Need help removing your 2FA? section, click Yes, send me the code. 
   
5. You'll also receive an email with a code to share with your Super Admin, who will also receive an email to help you reset your 2FA.
6. To check which Super Admin receives the 2FA reset email, view all alerted Super Admins in the Need help removing your 2FA? section. Super Admins receive the 2FA reset email 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.
7. Account access will be granted once the Super Admin resets your 2FA.
8. 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're unable to work with your Super Admin or verify your account with Nametag, you can request help from the HubSpot support team. The HubSpot support team will work with you to reset 2FA only once your information has been verified through the following steps. The support team cannot manually turn off 2FA on behalf of a user. 

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.

To request access from the HubSpot support team:

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