Two-factor authentication not possible

MarcA · 2022-02-28T10:02:45+00:00

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Good day

I have created a new account so that I can describe my problem here in the expert community and also download a test version so that my newly formatted notebook is protected.

I lost my mobile phone and now I no longer have access to the installed 2-factor authentication. Unfortunately, this happened when I reformatted my notebook. Now I want to reinstall and activate the following products. But this doesn't work because I can't fall back on the 2FA as described

Bitdefender Total Security

Bitdefender Premium VPN

Password manager

Can you help me with my problem?

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Alexandru_BD

Hello @MarcA and welcome to the Community!

Please send me a private message with the e-mail address associated with the Central account that cannot be accessed and i'll do my best to help you.

Cheers.

puterron

I am in the same situation. My phone crashed, had to re-do my phone. The Microsoft Authenticator app would no long bring up codes for Bitdefender Central and I am now locked out. I had to create a second account to get on here to get help. Can I send you a private message with the email address and clear off the 2FA.

Ronald Goehring

Alexandru_BD

@puterron kindly check your messages. I have sent you further instructions there.

Thanks

subham

2FA is creating more problems to many customers than good.2FA is now set as default on.From settings it cannot be turned OFF.Even in OFF status still any registered & verified email ID with Bitdefender central is asking for 2FA.

What to do with it?

Those who handle many PC/NUC/Laptops as system administrator they came across with many problems due to not able to verify fresh installation with 2FA.Plus senior citizen who had little exposure to email & 2FA authenticator and depends on solely with a mobile or Laptop browser stored Password,they lost access their log in credentials easily.So above situations are quite common.I know it can be possible to regain access control over your email with reset password & then read the 2FA but in reality who want to get into so much tech mumbo jumbo rather they are trying to switch away from Bitdefender.A great loss for reseller like me.

Alexandru_BD

Hello,

If you don’t want to enter a 2-Factor Authentication code every time you sign in to your Bitdefender Central account, you can mark the device as trusted. You can sign in from trusted devices without using 2-Factor Authentication.

1. Go to Bitdefender Central.

2. Login with your e-mail and password.

3. Enter the security code. On the same page, check the box Trust this device.

4. Click SIGN IN.

In some cases, if suspicious activity is detected, the account can be locked and your are asked to use 2FA even if it's not activated.

Regards

Benny54

Why for god sake does BD force 2FA for customer accounts that did not ask for 2FA. At this very moment i have one customer who cannot login because the 2FA e-mail is not sent by BD...

Please BD, leave the desicion to enable 2FA to the customer!!!

Alexandru_BD

Hello @Benny54,

As per my above comment - In some cases, if suspicious activity is detected, the account can be locked and your are asked to use 2FA even if it's not activated.

Otherwise, 2FA can be enabled/disabled at the user's discretion.

Have you checked the spam/junk folders as well? Maybe the email ended up there. If it cannot be found and doesn't arrive after multiple attempts, kindly get in touch with the Support engineers and they will provide further assistance.

You can reach them using one of the contact channels available at the link below:

https://www.bitdefender.com/consumer/support/help/

Regards

ShadyAboElDahab

https://community.bitdefender.com/en/discussion/90579/two-factor-authentication-not-possible

Scott

Hi @ShadyAboElDahab

Have you tried contacting Support as per Alexandru's above post?

Tick the Troubleshooting box and go through the prompts until you get to the black Contact Support box. You will have three options, Chat, email and phone support, which is not toll-free.

Chat is usually pretty quick to respond and head you in the right direction.

https://www.bitdefender.com/consumer/support/help/

Regards,

Scott

Iam_colyn

https://community.bitdefender.com/en/discussion/comment/319766#Comment_319766

@Alexandru_BD I'm also facing the same issue with the Ms Authenticator not bring 2F codes & now I'm stuck with a subscription I can't use and I need to use it since I paid for it. Kindly help

Alexandru_BD

Hello @Iam_colyn,

I have replied to your private message but I'll also post my response here.

Your inquiry must go through the Support teams, as they have the necessary tools to temporarily reset the 2FA feature to allow the login. We won't be able to do this on the forum..

You can get in touch with our engineers by choosing one of the contact channels available here:

https://www.bitdefender.com/consumer/support/help/

Let us know how it goes.

Regards

Dang Minh Tuyen

https://community.bitdefender.com/en/discussion/comment/319748#Comment_319748

https://community.bitdefender.com/en/discussion/comment/319766#Comment_319766

Hi,

Me too, I am in same situation. The MFA App no long bring up for BC..... Can you help me to clear the MFA .. Thank so much!!!!

Alexandru_BD

Hello @Dang Minh Tuyen,

The Support teams can temporarily disable the 2FA feature to allow the login and you can re-enable it afterwards.

Click on the link below to get in touch with them:

https://www.bitdefender.com/consumer/support/help/

You can choose from the available contact channels, chat, phone and email/ticket.

Regards

Tunde Bori

Dear BitDefender are you even listening?

all the advice you give to signin… enter code…. then Bingo!

One cannot enter the code if it never arrives.

Some of these posts from 2022, but as of Dec 2023 nothing has changed, my 2FA is apparently “OFF”, yet never got a “code” (mail anywhere) after multiple tries.

Also, while we’re at it, instead of email (once you sorted out the fiasco) an SMS would be much more convenient as often “switching” between apps or browser tabs (and loosing the focus leads to issues in my experience just creating a vicious cycle of authenticate & check emails.

Alexandru_BD

Hello @Tunde Bori,

This is not a general issue. In the event the code does not arrive, you will have to contact the Support teams for further assistance. The code sending might fail for several reasons and this is something that requires a more detailed investigation.

Thank you for your understanding.

Regards

Hector M

I have the same problem, lost acces to my old phone with MFA app and I cannot login to the Bitdefender apps

Alexandru_BD

Hello @Hector M,

Head to the link below to get in touch with the Support teams, as they can temporarily disable the 2FA feature to allow the login:

https://www.bitdefender.com/consumer/support/help/

Scroll down to state your contact reason, then choose from the available contact channels, chat, phone and email/ticket. Chat would be the fastest way to reach them.

Regards,

Alex

aavesh76f

[Deleted User]

@aavesh76f ,

Welcome to the Bitdefender Forums. Just follow the advice given by @Alexandru_BD in the post preceding your post. Contact Support, explain your situation, and they will temporarily disable 2FA so that you can access your Central account.

Have a great day.

Regards,

Phil

aavesh76f

Flexx

https://community.bitdefender.com/en/discussion/comment/334117#Comment_334117

Kindly contact Bitdefender support by visiting https://www.bitdefender.com/consumer/support/

Based on your selected product and the type of issue you're facing, you can get in touch with a support representative through email, chat, or a phone call.

If you choose email, you will receive a ticket number on your registered email. The support team will reply within the next 24-48 hours, excluding weekends.

Regards

Traceman

Bitdefender Technical Dept.

Ive been working to change and replace all my passwords that i was able to export from the password managers that Chrome, Edge, and Firefox were holding. That did help because I had to have my account reset and lost everything. Okay, this is very time consuming, however I am getting the job done. I just sit here for a few hours and work at it a website at a time. I actually have two copies, sometimes three of the login credentials. I am getting one working per site, then deleting the extras if there are some for all my URLs. I am getting the 2FA via my email thank GOD. However, setting up the browsers and registering 2FA between browsers and my PC/PHONE/TABLET exactly the way your site says to does not work. I do not get the code to put in by going to this URL and attempting to add extra protection. I did export different URLs from all three browsers and am having to do each one by hand and then delete any duplicate URLs that may be with them. Some do. Some dont. Most of them came from Firefox. Some different ones came from chrome and Edge. So, ive got that working in my favor. But this right here does not work. And, before the first time i tried I did it with Acronis.com and it worked. Now this - HEERE IS YOU ALLS SUPPORT SITE THAT EXPLAINS IT IN DETAIL. MINE DOES NOT DO THIS ANYMORE….

"How to Set Up and Use 2FA in Bitdefender Password Manager" ««««««««««««««««< right click and tell to open in new tab or window. IT goes to the instruction page for setting it all up. Just type that in, that's the name of the page when you go to the tech support site. It was a link but you all did this in red up top.

You have to be around for a little while longer before you can post links.

These are the instructions please click and take a look and tell me why this doesn't do anything. I do not get any string of numbers to put into the box that suppose to open up. As stated it worked the first time i installed it. All this for adding a damn 2TB NVMe SSD M.2

i DO GET EMAILED A CODE HOWEVER BECAUSE I REFUSE TO CHECK THE BOX STATING "REMEMBER THIS BROWSER". That being said, i guess ive got a little luck. Because if you check that box, you may as well be using Google password manager which is so EASY to hack. The other browsers too are easy to steal info from. So, ive exported, then imported and then deleted the CVS files. And, I just need to finish clearing the old one out of my phone. Then once my pc is finished and all passwords are working the way they are now, I need to synchronize the phone to the other devices. If I check that remember this browser box, I may as well post a password document on to my desktop. Sorry for the long post. I just want this working before mid August when its time to RENEW. Look at my account and all the years and all the products I have purchased. Its in the thousands of dollars and Ill try and send a copy of this over to my old ticket I was using via email. Im afraid to keep trying to get it to work completely perfect as it SHOULD,. Im afraid Ill corrupt it and have to start all over again., AGAIN WHAT DOES THIS DO????

Damn, ill type out the name of the page. This is what I got when i clicked send. ive been around since 2011 WTF

Thank you!

Tracy Verlin

Alexandru_BD

Hello Tracy,

I think it's best to reach out to Support for this. You are now in the Bitdefender community and judging by the description of the issue you are ecountering, the technical teams are more competent to solve this problem.

You can get in touch with the Bitdefender engineers by choosing one of the contact channels listed here:

https://www.bitdefender.com/consumer/support/help/

State your contact reason / choose request category, then choose from the available contact channels, chat, phone and email/ticket. Chat would be the fastest way to reach them.

Let us know how it goes.

Regards,

Alex

Themistokli Bambulla

Hello, I have just renew my antivirus and I am trying to access my bitdefender central and after my password ask me for 2 factor authentication something that is not possible because I never activate it. This account is a new one. I need help to access my account please!

Gjoksi

@Themistokli Bambulla

Hello.

Bitdefender Consumer Support can help you with the issue, as they can temporarily disable the 2FA to allow access.
So, you should contact Bitdefender Consumer Support by chat, telephone or e-mail:
https://www.bitdefender.com/consumer/support/help/
Chat is the fastest way to get in touch with Bitdefender Consumer Support.
Select: Purchase & Manage Subscription -> My Bitdefender Central Account, click on Contact Support in the black box and then click on Chat 24/7.
NOTE: Bitdefender telephone support is not toll-free!

Regards.