Lost 2FA access to my domain? How to get support?

General
1

What is the name of the domain?

denisrepp.xyz

What is the issue you’re encountering

Lost admin access to my own domain; no way to regain access?

What steps have you taken to resolve the issue?

searched documention on this site, entirely no help there

What are the steps to reproduce the issue?

If I try to login to my domain, my 2FA does not work; error says to contact administrator. I am the administrator. No way to get in. What now?

2

The only way you’ll be able to regain access is by having access to the email address of the account.

These links may help, but they only work when logged out

If you know the email: https://dash.cloudflare.com/forgot-password
If you don’t know the email: https://dash.cloudflare.com/forgot-email
If you know the email and have 2FA issues, follow the process here: Two-factor authentication · Cloudflare Fundamentals docs

Questions about account access & 2FA will need to be resolved by the Customer Support team and cannot be resolved on the Community.

To contact Cloudflare Customer Support, login & go to https://dash.cloudflare.com/?account=support and select get more help.

If you have login issues, complete the form here for assistance, https://dash.cloudflare.com/login-help.

1 Like
3

Thank you for the reply. I appreciate the effort.

It’s a 2FA problem. I have tried the link you suggested, and I simply cannot make sense of it. The instructions say to go to the dashboard - I can do that, - and then go to “Two factor Authentication”, which I simply cannot find. I have no idea what to do.

I have multiple requests out to Cloudflare to get help with this, or to simply cancel my account and delete my domain, and I am totally unable to get anyone to respond to me.

But I appreciate your attempt.

5

Hello Denisrepp,

I hope that you are well! I see that there seems to be a bit of confusion here with 2FA.

We have responded to your open ticket, so for privacy and security reasons, let’s continue this conversation within your case.

Thank you so much!

1 Like
7

Hello
Typing this from within the forum, so I assume this is the best way to reach you.

To recap -

  • I have domain, through Cloudflare. I am the only person using it, which makes me the only Administrator on that domain
  • I know my username and password to get access
  • When I originally set it up, I went through the usual 2FA setup, and I had an entry for this account in the Microsoft Authenticator app on my phone
  • My phone died, had to be replaced
  • Although I did have Authenticator set up to automatically back up, it should not surprise anyone to learn that the recovery from that backup failed entirely
  • Which means I no longer have 2FA access to that account
  • If I try to login, my phone does not receive the ding to approve the login; when I check the Authenticator app, there’s just a message to “scan the QR code provided by your organization”
  • The process in any other situation would be to have an administrator get in, and force me to re-enroll my phone in 2FA; however, as I am the only admin, I am unable to do that.

Now what?

Thanks again
Denis

8

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