I'm being asked for a one-time password (OTP) when trying to log into the IXON Cloud, but don't know what to enter or no longer have access to my phone with 2FA codes.

In the past, two-factor authentication (2FA) has been enabled in your user account, requiring you to enter a one-time password when trying to log in.

This additional security measure cannot be enabled by anyone else but the owner of the user account. However, some users aren't even aware they configured this in the past.

The solution consists of 2 parts:

• Log in using a backup code
• Re-configure 2FA to receive new one-time passwords

Log in using a backup code

When 2FA was enabled on your user account, an e-mail with 5 backup codes was sent to you. These are specifically intended for emergency situations like this.

1. Find your backup codes.
   • Open your e-mail inbox and search for "Two-factor authentication backup codes". The e-mail looks as follows:
     E-mail example

     
   • If you made a physical copy of the backup codes, as is instructed in the original e-mail, locate the physical copy instead.
   • If you no longer have access to your 2FA backup codes, please contact us, explain your situation, include the e-mail address that you use for your IXON Cloud user account, and request us to send you new backup codes.
     • Due to security reasons, we cannot disable or turn off 2FA for user accounts. The new backup code(s) will instead enable you to log in again.
2. Use one of the backup codes as your one-time password (OTP) during login.
   • Each backup code can only be used once.
   • Once all 5 backup codes have been used, you will receive an e-mail with 5 new backup codes. Meaning, if you did not receive an e-mail with new backup codes, at least 1 backup code is still unused.
   • If you get "Incorrect two-factor one-time password", that particular backup code has already been used. Use a different backup code.

If you no longer have access to your phone with 2FA codes, it is recommended to proceed below with re-configuring 2FA.

Re-configure 2FA to receive new one-time passwords

If you no longer have access to your phone with 2FA codes, it is recommended to re-configure 2FA so you'll receive new one-time passwords on your (new) phone.

1. Go to My Profile > Login and security.
   • If you aren't logged in yet, use the backup code method explained above.
2. Under Signing in, click on Two-factor authentication and select Turn off.
3. You should shortly receive an e-mail with subject "Disable two-factor authentication". Open your e-mail inbox, find the e-mail, and click the verification link to disable 2FA.
   • 2FA will only be disabled after clicking the verification link.

Now that 2FA is turned off, it can be set up again.

4. Go to My Profile > Login and security.
5. Under Signing in, click on Two-factor authentication and follow the on-screen instructions.
   • Google Authenticator and Cisco DUO are examples of authenticator apps that still allow you access to your one-time passwords (OTP) even if you were to lose your phone.
6. An e-mail will be sent to you with 5 new backup codes, so you can log in when your phone is unavailable.
   • Each backup code can only be used once.
   • Once all 5 backup codes have been used, you will receive an e-mail with 5 new backup codes. Meaning, if you did not receive an e-mail with new backup codes, at least 1 backup code is still unused.
   • Backup codes from previous e-mails are not longer valid.