Locked Out of 2FA — Recovery Steps

If you have lost access to your authenticator app or device and cannot log in to your Data Mammoth account, do not panic. This guide provides recovery options to regain access to your account.

Recovery Options

Option 1 — Use a Backup Code

When you enabled 2FA, you received a set of backup codes. These are single-use codes that work in place of your authenticator app:

On the 2FA verification screen, click Use a backup code (or similar link).

Enter one of your saved backup codes.

Click Verify.

You will be logged in.

After using a backup code:

Go to Account Settings > Security.

Disable 2FA.

Re-enable 2FA with your current authenticator app or a new device.

Save the new set of backup codes securely.

Option 2 — Use a Synced Authenticator App

If you use an authenticator app that syncs across devices (like Authy):

Install the app on another device (phone, tablet, or computer).

Sign in to the authenticator app.

Your Data Mammoth 2FA codes should be available.

Use the code to log in normally.

Option 3 — Contact Support

If you have no backup codes and no synced authenticator:

Contact Data Mammoth support through an alternative channel. See All Ways to Contact Support.

Send an email from the email address associated with your account.

Include:

- Your full name. - The email address on your account. - Any account verification details you can provide (server IPs, recent invoice numbers, account creation date).

Our team will verify your identity and assist with 2FA removal.

Identity verification is required. To protect your account security, we cannot disable 2FA without confirming you are the account owner. This process may take 1 to 3 business days.

What Support May Ask

To verify your identity, the support team may ask for:

• The email address registered on the account.
• Your full name and company name (if applicable).
• Recent invoice numbers or amounts.
• Server IP addresses on the account.
• The date you created the account.
• The last four digits of the credit card on file.
• A photo of a government-issued ID (in some cases).

Provide as much verifiable information as possible to speed up the process.

After Regaining Access

Once you have access to your account:

1. Set Up 2FA Again

Go to Account Settings > Security.

Click Enable 2FA.

Scan the QR code with your authenticator app.

Complete the setup.

See Enable 2FA — Protect Your Account for detailed instructions.

2. Save Backup Codes Properly

This time, save your backup codes in multiple secure locations:

• Password manager — Store them in your password manager (1Password, Bitwarden, etc.).
• Printed copy — Print the codes and store them in a secure physical location.
• Encrypted file — Save to an encrypted USB drive or secure cloud storage.

3. Use a Synced Authenticator

Consider switching to an authenticator app that supports multi-device sync:

• Authy — Syncs across devices with encrypted backups.
• 1Password — Built-in authenticator that syncs across all your devices.
• Bitwarden — Supports TOTP codes with account sync.

This way, if you lose one device, you can still access codes on another.

4. Review Account Security

While your account was potentially vulnerable:

Check the activity log for any unauthorized actions.

Change your account password.

Review API keys and revoke any you do not recognize.

Verify your payment methods have not been modified.

Preventing Future Lockouts

Save backup codes — Store them securely when you first enable 2FA.

Use a synced authenticator — Enables recovery from another device.

Set up on multiple devices — If your authenticator supports it, set up on your phone and tablet.

Keep backup codes updated — If you use backup codes, re-generate new ones afterward.

Store recovery information — Document your account details in a secure location.

What to Do Next

• Enable 2FA — Protect Your Account — Re-enable 2FA properly.
• Forgot Password — How to Reset — If you also forgot your password.
• All Ways to Contact Support — Get help from our team.
• Complete Server Security Checklist — Review your full security posture.