2FA issue No code nothing update #99385

https://thebrain.zendesk.com/agent/tickets/99385

Hello Kevin,

Thank you for the detailed explanation, that helps clarify what you’re seeing.

What’s happening here is that your account password and two-factor authentication are handled separately. That’s why you were able to reset your password successfully without being prompted for a 2FA code, but are then asked for the code when attempting to complete the login. Password resets do not disable or bypass 2FA once it has been enabled on an account.

Two-factor authentication does not turn on automatically. If the system is requesting a 2FA code, it means it was enabled at some point on the account, even if it was a long time ago. For security reasons, we’re not able to view, reset, disable, or override 2FA on your behalf, and we’re also unable to access or verify how it was originally configured. This is an intentional design choice to protect account security.

If the authenticator app you previously used is no longer available and recovery options are not accessible, then unfortunately there isn’t a way for us to restore login access to that specific account.

If you would like to start fresh, the best option would be to create a new account using a different email address and then import any existing Brain backups you may have, such as a local .brz file, if you have one available. If you do have a .brz backup, it can be imported into a new account without issue.

Regarding your current subscription, please let us know whether you have any local Brain backups and we can advise on next steps accordingly. While we can’t bypass account security, we do want to help you understand the options that are available.

Please let us know how you’d like to proceed.

Best regards,

John