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2FA and account recovery

Short answer: every StackTether account uses a password plus a 6-digit code from an authenticator app. If you lose your authenticator, ask an admin of your MSP to reset your 2FA: they email a code to your account address, call you back on a number already on file, and you read them the code. Forgot your password? Use Forgot your password? on the sign-in page.

How 2FA works

  • 2FA is required for everyone. Without it you cannot see any MSP data, even if something else went wrong.
  • One authenticator per account.
  • Approving an AI app also needs a 2FA sign-in.
  • Sensitive actions ask for a fresh code typed at that moment: deleting a user, resetting someone's 2FA or password, handing off the primary admin role, creating AI app credentials, resuming your own AI pause and adding a travel override for yourself.

Lost or new phone

  1. If you still have the old phone, move your authenticator entries to the new one with your app's transfer feature.
  2. Otherwise, on Enter your 2FA code follow "Lost your authenticator? Ask your MSP admin to reset 2FA."
  3. Your admin opens your page from Team, Sign-in, Reset 2FA, types their own fresh code and clicks Send code. A 6-digit code is emailed to your account address; it expires in 10 minutes and allows 5 tries.
  4. The admin calls you back on a phone number already on file (never one you give them now). You read them the code.
  5. They enter it, tick I called them back on a number already on file and click Reset 2FA.
  6. You are signed out everywhere, your vendor access is turned off until an admin turns it back on, and you get a notice email. Sign in and set up 2FA again.

Admins cannot reset their own 2FA; another admin of the MSP does it. If no other admin is available, contact support.

Forgot password

  1. On the sign-in page, click Forgot your password?, enter your email and click Send reset link.
  2. The link works once and expires in 1 hour. You enter your 2FA code, then a new password of 12 to 72 characters.
  3. You are signed out everywhere, AI apps included, and your vendor access is turned off until an admin turns it back on.

Locked sign-in

  • 5 wrong passwords: sign-in pauses for 1 minute. 10: 5 minutes. 15: locked.
  • To unlock: reset your password, or ask an admin to click Unlock sign-in on your page. Logins you already had keep working.
  • Repeated wrong 2FA codes pause code checks ("Too many attempts. Wait 15 minutes, then try again.").

FAQ

Does a 2FA reset also reset my password?

No. If you think someone knows your password, reset it too.

Can an admin see or set my password?

No. Admins can only send a reset email.