The two-step verification adds an extra layer of security to the MyKerio account by using an authenticator application on the users' smartphones to confirm their identity.
However, if you have lost/ damaged the mobile device that you use with two-step verification in MyKerio, the 2 Factor Authorization (2FA) may stopped working. You may be getting error "Sending SMS failed. Authenticate", as seen in image below. You therefore wish to reset / disable the two step verification in MyKerio for this account.
If you have backup access codes, you can reset the two-step verification yourself. This is how the process would work:
- When you have 2FA enabled, after entering the login credentials MyKerio will ask for the second method of authentication. It can be an authenticator app, or a code sent through SMS. If you don't have access to the authenticator app or SMS, choose the option below Don't have a code:
- This will allow you to enter a backup access code to log in, and once you're in, you can change the 2FA settings or remove them.
However, if you do not have access codes, and have lost the mobile devices configured to confirm you identity, then you need to raise a support request in order to reset /disable your two-step verification. Please mention the user email id for which 2FA needs to be disabled.
Agents only: To reset the two-step verification for a user account, follow the steps listed in the confluence playbook here: Disable 2 Factor Authentication for MyKerio User.