MFA: replaced phone with codes to access

Technical Problems SketchUp
1

I had to replace my phone that was set up with 2-step authenticating. I can not add the authenticator set up on the new phone without the code from the old one I no longer have. Do I delete my profile? or is there an admin over ride that can help regain access to my account, thanks in advance.

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I’m sure that there’s someone who can help you sort this out, but it’s Saturday, and it’s almost 11 pm on this part of the world, tomorrow is Sunday and we’re on holidays season, probably someone could check this out on Monday at 8 am local time.

This is mostly a users forum, there are some staff members on the forum but it’s not their job to be here 24/7, Colin is one of the most active staff members but he doesn’t work on the section that you need.

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3

I suppose that you have tried with this info http://help.sketchup.com/en/adding-or-disabling-multi-factor-authentication

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Unfortunately all options require the existing MFA device to get a code to proceed. I only added the phone which I no longer have access to

5

Thank you. I emailed support and they did reply. But they say the authentication is tied to Google, but I use the authenticator app. So not sure next step.

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I was able to log in at home with google chrome browser, but work has blocked chrome install. And I can’t change the security settings without the MFA code from the phone I no longer have.

7

With the help of tech support, I was able to recover access. Thank you Nitheesh and Jessica the help.

I had to add a passkey first then could gain access to the authentication settings in my profile. Happy new year

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Yea, passkeys are a quicker solution these days. I put off using them for quite awhile thinking they were too complex, but it turned out setting them up and using them is quite easy, especially in Windows 11.

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I’m always nervous of facing situation I was in. The authenticating device is damaged before transfers can take place. But Trimble support resolved it in 1 business day (during holiday season no less) Kudos to the team. Glad to have my beloved program back. 5 Stars, would recommend. :slight_smile:

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