Locked out of my pro account by 2FA

Userseb
Userseb Posts: 7  Freshman Member
First Comment
in Nebula

Hello,

I'm currently locked out from my professionnal account by 2FA and therefore not able to manage my customers anymore.

Do to a breach at Authy, I have switched to e-mail 2FA 10 minutes ago. I clicked the link in the mail so this type of 2FA is activated.

I logged off then tried to log in again. As expected, I see a message that ask me to click a link in a e-mail than has just been sent. E-mail received, OK, clicked the link but I always go back to the login screen. When I try to log in again, I receive a new 2FA e-mail, I click the link and… back to the login screen. Again and again.

Sorry I have to post this on the forum but the support form sent me an e-mail telling me that this box is no more monitored ( https://www.zyxel.com/global/en/form/contact-support ).

I had to log in with my Google Account to ask for help !

It's quite urgent as I have to add some devices to Nebula…

Regards,

Seb

Accepted Solution

  • Zyxel_Kay
    Zyxel_Kay Posts: 1,280  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - WLAN Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security
    Answer ✓

    Hi @Userseb

    As discussed in private messages, we have disabled your account's 2FA to resolve this issue.

    By the way, the https://www.zyxel.com/global/en/form/contact-support portal is for users outside of Europe, the Middle East, or Africa to raise a ticket. If you are in these regions, the system will redirect you to http://support.zyxel.eu/hc/requests/new to raise your ticket and contact support.

    image.png

    Hi all,

    We have noticed there is an issue with the Email Verification 2FA method. If you are encountering this issue, please contact Zyxel Support to disable your 2FA temporarily. If you still want to use 2FA, please temporarily switch to Google Authenticator.

    We are currently working to resolve this issue and will keep you posted on any progress.

    Kay

All Replies

  • Zyxel_Kay
    Zyxel_Kay Posts: 1,280  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - WLAN Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security
    edited July 2024

    Hi @Userseb

    Could you please try the following steps to resolve the issue:

    1. Clear your browser cache: This can often resolve unexpected behavior with web pages.
    2. Try a different browser: Sometimes, specific browser settings or extensions can interfere with the login process.
    3. Use Incognito/Private mode: This will ensure no old cached data is interfering.

    If the problem persists after trying these steps, please provide us with the following information vis private msg.:

    • The browser you are using.
    • The account email that encountered problem.
    • Any error messages you receive (a video recording would be helpful). If you're using a PC to login please have a video recording with this tools https://jam.dev/

    We understand the urgency and are here to help you as quickly as possible. Thank you for your patience.

    Kay

  • Userseb
    Userseb Posts: 7  Freshman Member
    First Comment

    Hello Kay,

    Already tried all these tricks: my main browser is Firefox but also tried Edge with and without Private mode. It's always the same thing : I go back to the login screen again and again.

    I will send you more information in a private message as it's sensitive information.

    Thanks,

    Seb

  • Zyxel_Kay
    Zyxel_Kay Posts: 1,280  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - WLAN Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security
    Answer ✓

    Hi @Userseb

    As discussed in private messages, we have disabled your account's 2FA to resolve this issue.

    By the way, the https://www.zyxel.com/global/en/form/contact-support portal is for users outside of Europe, the Middle East, or Africa to raise a ticket. If you are in these regions, the system will redirect you to http://support.zyxel.eu/hc/requests/new to raise your ticket and contact support.

    image.png

    Hi all,

    We have noticed there is an issue with the Email Verification 2FA method. If you are encountering this issue, please contact Zyxel Support to disable your 2FA temporarily. If you still want to use 2FA, please temporarily switch to Google Authenticator.

    We are currently working to resolve this issue and will keep you posted on any progress.

    Kay

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