Prerequisite: To reset two-factor authentication yourself, you need an reset email address registered in the account management. You must have current access to this reset email address.
Process
- Log in to Account Management using your username and password.
- Click on the link “No access to your TOTP secret?”.
- Request a reset by clicking the “Request a 2FA reset” button.
- Please check the inbox of your reset email address. A confirmation email has been sent to you.
- The confirmation link will take you to a webpage where you can verify your details; this link is valid for 10 minutes.
- Please click on the link in the email.
- In your web browser, you will now see a short form to verify your details. For security reasons, you must enter your username and password again.
- Then click on the button “Check for inputs to reset two-factor authentication”.
- Once the verification is successful, your web browser will be ready for you to set up two-factor authentication again. The email link and the user token cannot now be used a second time.
Please continue on this device and do not use any other web browser for the 2FA setup! - Log in to Account Management again.
- You will now see the webpage with the QR code and the TOTP secret under Option B: Manual Setup - Show Details.
- Please delete your TOTP entry from your authenticator app (KeePassXC, FreeOTP). Otherwise, confusion may arise as to which are your new TOTP entries and which are your old ones.
- Please now follow the standard instructions for setting up 2FA.