Reset two-factor authentication and passkeys

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

This reset method should only be used if you're unable to access your account using 2FA, a passkey, or your backup codes. If you can access your account and want to remove a 2FA method, learn how to turn off 2FA for your login. 

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 primary and secondary 2FA methods (e.g., Google Authenticator and SMS 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 reset for 2FA and passkeys

Requesting an authentication reset will remove your 2FA methods and any passkeys you've set up through HubSpot from your personal HubSpot login. Once you've regained access to your account, you'll need to set up a new 2FA method. 

The authentication reset process varies based on your account status. You'll either need to work with your Super Admin or you may be prompted to verify your identity with your photo ID. If neither method provides you with account access, you can request help from the HubSpot support team.

Please note: a Super Admin can only reset authentication for another user after the user initiates a reset request. 

To request a 2FA and passkey reset:

1. On the HubSpot login screen, enter your login credentials.
2. On the 2FA verification page, if you're unable to verify with 2FA, a passkey, or your backup codes, click Reset authentication device.
3. Review the Super Admins that will be notified of your reset request in the Remove two-factor authentication and/or passkeys section.
4. Click Request admin recovery to request a 2FA and passkey reset from your Super Admin.
   • If you don't see the option to request admin recovery, click Verify with photo ID. Continue with ID verification.
5. You'll receive an email with a code to share with your Super Admin, who will also receive an email to help you reset the 2FA methods and passkeys used for your personal login.
6. Your Super Admin must complete the reset, which removes 2FA and passkeys from your user account immediately.
7. When your 2FA and passkeys have been reset, log in with your email address and password. Continue to set up your new 2FA method.

Verify your identity with a photo ID

In certain situations, you may be prompted to verify your identity with a photo ID. Once you have requested a 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 ID verification. 

Request access from the HubSpot support team

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 give you time and extra barriers to prevent the bad actor from accessing your account. 

If you're unable to work with your Super Admin or verify your account with your ID, you can request help from the HubSpot support team. The HubSpot support team will work with you to reset authentication methods only once your information has been verified. 

To request access from the HubSpot support team:

1. After you have requested a reset, in the reset email you receive, click contact HubSpot support.
2. Follow the verification prompts to request help from the HubSpot support team.
3. You'll receive an email from the support team to continue the reset process. 

The reset takes effect only after all submitted details are verified. Once you've gained access to your account, set up your new 2FA method.

Frequently Asked Questions

Find answers to common questions about resetting your authentication. 

How do I check which Super Admins are notified when I request a 2FA reset?

To confirm which Super Admins are notified, after you click Reset authentication device on the login verification screen, all alerted Super Admins are listed in the Remove two-factor authentication and/or passkeys section. 

Super Admins are notified based on the following conditions: 

• If you have one HubSpot account, an email is sent to the Super Admins in that account.
• If you have more than one HubSpot account, the reset email is sent to the Super Admins from the account you've had access to for the longest.
• If your account has multiple Super Admins, the first 25 Super Admins added to the account receive the reset email.

Can the HubSpot support team manually turn off my 2FA?

No. The HubSpot support team cannot manually turn off 2FA on behalf of a user. You must request an authentication reset and follow the verification and recovery steps.