When trying to login using a backup code, as described here: Two-factor authentication · Cloudflare Fundamentals docs, the login fails. It appears as though the site is expecting a 2FA code, even though the page specifies either can be entered.
I am sure that the backup codes I have are valid, as the file name even matches the described format: cloudflare-[EMAIL]-[DATE].txt
I am trying to gain access to an account that we no longer have access to the 2FA device for, and submitted a help request over 3 weeks ago. This would not be an issue if this bug was fixed & we were able to use the recovery code as intended
When you enabled 2FA you would have been given a list of recovery codes. You should first try to use one of those to access your account.
If you do not have backup codes then login with your username and password. When you reach the screen to input your 2FA code, click ‘Can’t access your 2FA device or backup codes’.
This will then walk you through the process to recover access to your account. You will need to verify your email and verify a device you have used previously to login. It will then take 3-5 days for Cloudflare to review your request.
Sorry if this wasn’t clear, but we do have the recovery codes and it appears as though the site isnt recognizing the input as a recovery code… As the submission errors out with a message that indicates its expecting an 2FA code
Unfortunately, after some back and forth, I went on vacation and didn’t reply within the 72 hours for the case to be re-opened. While I did receive an automated reply that the case was re-opened, I’m not positive this is correct as it’s been 3 days and I haven’t heard anything.
We were able to follow the necessary steps for removing 2FA, however we are waiting on verification from you all. I just want to be sure the case is actually re-opened, as it appears as though it isn’t.
I just need a confirmation that you all are looking at this. We have an invoice on the account that needs to be paid and we need to assume control over the account.
