Recovering access to your account

This topic only applies if you enabled Two-Factor Authentication (2FA) on your account.

If your phone is lost or damaged, or you delete the 2FA app, you will no longer be able to log in to the portal. To set up 2FA again, you need to use the setup key that you saved when you enabled 2FA. If you are unable to locate your setup key, you can regain access by contacting Absolute Technical Support and requesting a reset.

The setup key is an account specific 32-digit code that was displayed when you enabled 2FA. At that time, you were instructed to copy the key, take a screenshot of the dialog, or carefully record the key, and then store it in a safe location.

This section contains steps for the Google Authenticator app. If you are using another 2FA app, refer to the app's documentation for details about setting up a new account.

To recover access to your account using a setup key:

  1. Download the 2FA app of your choice to your new phone or another device.
  2. Ensure that your phone is set to the correct date and time.
  3. Open the 2FA app and do the following:
    1. Tap the + icon and tap Enter a setup key.
    2. In the Account field, enter the email address you use to access your Home & Office account.
    3. In the Enter code field, enter the 32-digit setup key that you saved when you set up 2FA.
    4. Ensure that the Time based option is selected and tap Add.
    5. The app generates a 6-digit verification code.
  4. Log in to the portal by entering your password and the 6-digit verification code that is currently displayed in the app.

If you are unable to locate your setup key, you can regain access to your account by asking Absolute Technical Support to disable 2FA for your account. You can then set up 2FA again.

  1. Contact Absolute Technical Support and inform them that you want to reset 2FA. Support will disable 2FA for your account.

  2. Log in to the portal using your password.

    Since 2FA has been disabled, a 2FA verification code is not required.

    If you don't want to set up 2FA again, this task is now complete. Going forward, you will only need to enter your password when you log in.

  3. Tap and tap Reset Two-Factor Authentication. Click and click Reset Two-Factor Authentication.
  4. Do one of the following:
    • To set up 2FA now:
      1. Tap Reset And Re-Login Now.Click Reset And Re-Login Now. 2FA is reset and you're logged out.
      2. Log in to the portal. The Two-Factor Authentication now available dialog shows.
      3. Click Enable and set up 2FA again.Tap Enable and set up 2FA again.
  • To set up 2FA later, tap Reset. To set up 2FA later, click Reset. 2FA is reset and the Reset Two-Factor Authentication button is grayed out. The next time you log in to the portal, you'll be prompted to set up 2FA again.