Multi-Factor Authentication (MFA) enhances the security of your Planet account by requiring a second form of verification in addition to your password. However, losing access to your authenticator app can be a challenging situation. This article provides steps to recover access using recovery codes or alternative methods.
Option 1: Recover Access Using Recovery Codes
When you set up MFA, you were provided with a recovery code. This code act as a backup if you lose access to your authenticator app. Follow these steps to recover your account:
Step 1: Select "Try Another Method"
If you're unable to use your authenticator app, click on the "Try another method" option on the MFA login screen.
Step 2: Choose "Recovery Code"
From the list of alternative authentication methods, select "Recovery code".
Step 3: Enter Your Recovery Code
Enter your saved recovery codes when prompted. If the code is valid, you will regain access to your account.
Note: Recovery codes are single-use. Once a code is used, it cannot be reused. Once used, a new recovery code will be generated.
Option 2: Identity Verification for MFA Reset
If you've lost both access to your authenticator app and your recovery codes, the MFA settings for your account will need to be reset. To proceed, we must verify your identity. Here's what to do:
Step 1: Contact Support
Initiate a request through our support portal.
Step 2: Provide Proof of Identity
Attach a clear, legible copy of your photo ID to your request. The details on your ID should match the information on your Planet account. Please also include additional account related details. This may include:
- Full Name
- Email Address
- Current plan
- Creation date of your account
- Recent orders
Step 3: Wait for Verification
Our support team will review your submission and compare the details with our records. If verified, we will disable MFA for your account and notify you via email. You can then log in and reconfigure MFA.
Note: For your security, only authorized personnel have access to the documents you provide. Your information will be handled according to Planet's privacy policy.
Best Practices for MFA Security
- Always store recovery codes in a secure location. Consider using a password manager to save them.
- Ensure your authenticator app is backed up if it offers cloud sync functionality.
- Regularly review and update your security settings to ensure account protection.
For additional assistance, contact our support team via the support portal.
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