Resetting CrashPlan two-factor authentication (2FA) removes your current 2FA configuration, so that CrashPlan asks you to set up 2FA again during your next sign-in. Reset your 2FA to move it to a new phone, to replace an authenticator that is lost or unavailable, or to switch between an authenticator app and email verification.
You can reset your own CrashPlan 2FA from the sign-in page with your email address and password.
This reset procedure applies to users who sign in with a CrashPlan account password. If you sign in with single sign-on (SSO), your organization's identity provider manages any multi-factor requirement, so contact your administrator.
Requirements
- Your current account password: CrashPlan sends the 2FA reset email only when the email address and password you enter are correct. The confirmation message shown after you submit the request does not indicate whether the email address or password was correct. If you are not certain of your password, reset it first, as described in Change or reset your CrashPlan account password.
- Access to your email: The reset is completed from a link sent to the email address you sign in with. If you cannot reach that mailbox, ask an administrator to reset your 2FA instead.
Reset your 2FA from the sign-in page
A self-service CrashPlan 2FA reset sends a one-time link to your email address.
After the reset, codes from your previous 2FA configuration no longer work. Delete the old CrashPlan entry from your authenticator app so that you do not enter codes from it by mistake.
- Go to the CrashPlan console.
- Enter your email address.
- Click Don't have your code? to open the reset page.
- Enter your email address and your password, then click Reset Two-Factor Authentication. CrashPlan sends a reset link from noreply@crashplan.com.
A 2FA reset email that does not arrive most often means the password entered was incorrect. Other causes are listed in Troubleshoot signing in to CrashPlan. - Open the email and click the link. The link can only be used once and expires after 24 hours. CrashPlan resets your 2FA and returns you to the sign-in page.
If the link does not reset your 2FA, it has expired or has already been used. Request a new reset email to proceed. - Sign in with your email address and password.
- Choose a 2FA method and set it up, as described in Set up two-factor authentication. Your sign-in completes once the setup is done.
Ask an administrator to reset your 2FA
An administrator in your organization can reset your CrashPlan 2FA from the CrashPlan console. After an administrator reset, you must set up 2FA again at your next sign-in. Administrators follow the steps in Manage two-factor authentication for an organization to reset a user's 2FA.