Unable to Log 2fa #95159

https://thebrain.zendesk.com/agent/tickets/95159

Hello Esteban,

Thank you for your patience, and we sincerely apologize for the delay in getting back to you.

Regarding your issue, it’s important to ensure that your two-factor authentication (TOTP) codes are securely backed up to avoid access problems like this. Many TOTP apps offer secure cloud backup features, which allow you to restore your authentication codes on a new device if needed.

Here’s what we recommend:

1. Check your authenticator app:
   • If your current authenticator app supports secure cloud backup, simply reinstall the app on your Motorola Edge 40 Pro or another device, log in, and your TOTP codes should automatically sync.
2. Choose a backup-capable authenticator app:
   • If your app doesn’t support secure backups, we strongly suggest switching to one that does, such as Google Authenticator or Microsoft Authenticator. This will ensure your codes are recoverable in the future.
3. TheBrain’s stance on authenticator apps:
   • TheBrain is app-agnostic, meaning you can use any TOTP-compatible authenticator app. The choice is entirely yours based on your preferences and needs.

Important: If you lose access to your TOTP codes and your authenticator app doesn’t have a backup feature, you will permanently lose access to your account and all associated brains. For security reasons, we are unable to bypass two-factor authentication or restore access to accounts in such cases.

More information can be found here: https://www.thebrain.com/docs/two-factor-auth

Best regards,

John