Getting recovery codes for team members locked out of their accounts

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Suite

Team, Growth, Professional, Enterprise, or Enterprise Plus

Support

Team, Professional, or Enterprise

Location: Admin Center > People > Team > Team members

If your account is configured to allow team members to use the standard Zendesk sign-in (email and password), team members are also prompted for a passcode:

• When two-factor authentication is turned on, Zendesk prompts team members for a passcode every time they sign in. The passcode is sent through a text message or authentication app.
• When two-factor authentication is turned off, Zendesk uses two-step verification. In this case, Zendesk prompts team members to enter a passcode when signing in from an unrecognized device. The passcode is sent to their primary email address.

However, there may be instances when team members lose access to their phone or email account and inadvertently lock themselves out of Zendesk because they can't retrieve their passcodes.

When a team member can't retrieve their passcodes, a Zendesk admin or the account owner must generate a recovery code to help them regain access to their account. Team members can't generate recovery codes for themselves.

To get a recovery code for a team member

1. In Admin Center, click People in the sidebar, then select Team > Team members.
2. Click the team member's name.
3. On the team member's profile, click the Account tab.
4. Click Show recovery code.
5. Copy the code and use a secure method to share it with the team member. Instruct them to enter the code in the Passcode field.