Can't recover MFA for Super Admin or change billing account or upgrade support plan

General
1

What is the name of the domain?

What is the issue you’re encountering

Support does not respond to requests, Credit card has expired, do not have access to super admin MFA

What steps have you taken to resolve the issue?

Opened a support ticket to recover MFA for Super Admin account (user no longer with the company, but we have access to the email). We completed the steps as requested by putting the 2fa token into the metadata of our site, but the ticket was closed. We have opened 3 more support tickets, none of them have received a response. From an Admin user, we have tried to change the billing account email and even tried upgrading our account plan so that we can get better support.

We fear that our account will lapse due to lack of payment and our site will go down.

2

We followed the steps from support case #01032066

4

Hi there, we were able to successfully remove the two-factor authentication (2FA) requirement on your account.

Please check your email for more details.

2 Likes