One of our staff is unable to log in to their account, all the recovery codes are expired
Error message is: Incorrect or expired code. Check your saved recovery codes and try again
Hi there, @tecalleja .
The recovery codes are used for times when you are unable to login normally using 2-factor authorization - is this the case for this person? They are not receiving the 2FA codes via text/email and so have been logging in using the recovery codes instead is that correct?
In this case, I would advise that they reach out to our live support directly so that 2FA can be reset or removed so they can login to the account normally again. In order to reach out to live support, while also bypassing the login, please go to this link using a google chrome incognito window. You can read how to use an incognito window right here if you need help with this. Once you have the support page open in an incognito window, select the option “I do not have an account”. Then simply select the relevant topics until the live support options appear, you will then be connected to a live support agent. They can then access your account and help you out from here. I trust this helps, Thank you!
Finally figured out how to get to live support, thank you!
You’re so welcome!
I’d love to help you out with some business growth ideas - how do you feel things are going at the minute with your store? Is there anything you’d like to improve or change?