Resetting or changing your two-factor authentication

Objective

This article describes how to reset or change your two-factor authentication (2FA) method for the CrashPlan console.

You should perform this procedure if you need to set up your 2FA on a new device, if your previous authenticator device was lost or stolen, or if you want to switch your authentication method (such as switching from an authenticator app to email verification, or vice versa).

Prerequisites

• Authentication type: You must use local authentication to reset your 2FA using these steps. If you authenticate via Single Sign-On (SSO), you must contact your organization's IT administrator to reset your two-factor authentication through your identity provider (such as Okta or Microsoft Entra ID).
• Permissions: You must have the Multi-Factor Auth Admin role (or higher) to reset 2FA for another user. Standard users can only reset their own 2FA.

Procedure

From the sign-in page

Use this method to reset your own two-factor authentication, such as if you are locked out of the CrashPlan console because your authenticator device is missing.

1. Navigate to the CrashPlan console sign-in page.
2. Enter your email address.
3. Click Don't have your code?

4. Enter your email address and your password, then click Reset Two-Factor Authentication.
   An email will be sent to the address associated with your user containing a one-time link to complete the reset.

   No email received
   For security purposes, no error will display if you enter an incorrect password, but a reset email will not be sent. If you do not receive the email within a few minutes, verify your password is correct (or reset your password) and try again.

5. Click the link in the email, enter your credentials again, and follow the on-screen prompts to set up two-factor authentication again.
   

From the CrashPlan console (Administrators only)

Use this method if you are an administrator and need to reset two-factor authentication on behalf of another user.

1. Sign in to the CrashPlan console.
2. Navigate to Administration > Environment > Users.
3. Click the user whose two-factor authentication you want to reset.
4. From the Action menu , select Reset two-factor authentication.
   The user's previous 2FA configuration is now invalidated. They will be prompted to set up 2FA again during their next sign-in attempt.