Last updated: March 25, 2022
If you lose the device you use for two-factor authentication (2FA), or are unable to access your 2FA method, you can easily request help from an account administrator to reset your 2FA. Once your 2FA is reset, you can log in with only your username and password.
Users in a partner account can request a 2FA reset which will be routed to super admins in the partner account.
To request a 2FA reset:
- On the HubSpot login screen, enter your login credentials.
- On the login verification screen, click Lost your authentication device?
- On the next screen, click Get help from your account administrator.
Please note: if you're a user in more than one HubSpot account, or if you're the only super admin in your HubSpot account, you'll need to select Get help from HubSpot Support. If you're a user in one HubSpot account with multiple super admins, you'll need to select Get help from your account administrator.
- On the confirmation screen, send the reset email by clicking Send email.
- The account super admins will receive an email with further instructions. You'll need to confirm with them that you're unable to log in and need to reset your 2FA.
Please note: only the first 10 account super admins will receive the reset email.
- You'll receive an email with a code. You should give this code to a super admin, and they will use the code to reset your 2FA.
Following this, an account reset will take at least 48 to 72 hours. In the event someone fraudulently resets your 2FA, the 48 to 72-hour window gives you time to view the reset notification and alert HubSpot Support of the fraudulent activity.
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 will be provided with backup codes, which you can download as a PDF and save to your device. The file name is backupCodes.pdf. A combination of Google Authenticator verification and stored backup codes for recovery will give you the most secure and reliable two-factor authentication setup for your HubSpot account.
- Once your 2FA has been reset, you can log in with just your email address and password
