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Getting recovery codes for team members locked out of their accounts



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Kristie Sweeney

Zendesk Documentation Team

Edited Oct 17, 2024


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3 comments

I've provided the recovery code to the Agent, but he is still unable to log in. Is there a way to generate a new recovery code?

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One of our agents is locked out and the Recovery code provided by the Admin doesn't allow him to log in. How can this issue be resolved?

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Kirsten Wilson

Zendesk Product Manager

Hi Iris, hopefully your agent was able to get signed in but if you are still having some trouble please create a ticket so that we can take a further look. In most cases when a recovery code is generated for a team member and it expires or no longer works, you would repeat the steps mentioned above to generate a new code. 

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