If you have set up Two-Factor authentication on your Splashtop account, you will be asked to enter a 6-digit security code from your mobile device whenever you log in from a new device. This code will change every 30 seconds.
If you do not have access to the mobile device to enter in the security code, or have deleted the authenticator app, changed phones, etc. - you must use a recovery code to gain access to your Splashtop account. The list of recovery codes are provided to you when you set up Two-Factor authentication.
Team owners and admins cannot reset or turn off 2FA for their members.
If you don't have recovery codes ⤸
Please send us a SMS with your Splashtop account email address to +1 (408) 676-3505 from the phone number used when you initially set up Two-step verification. After verifying your phone number you will receive a text back with the Recovery codes needed to gain access to account and re-setup two-step verification. Once you have your Recovery codes follow steps below:
If you have recovery codes ⤸
Please head over to my.splashtop.com and attempt to sign in. When asked for your two step code, click the link Use an emergency recovery code instead below the blue Submit button.
You will be brought to another page to use your Emergency Recovery Codes.
Type in one of your recovery codes into the box that says "8-digit code", complete the CAPTCHA and click Submit.
Once logged into your account. Click the blue circle with the white letter in the top right corner.
Then click Account Settings, or go here: Account Settings
From the Accounts Settings page, look for Two-Step Verification -> Then to the right you should see Turn off and Reset. You can select Turn off if you want to turn off your 2FA(Two-Step Verification), or select Reset if you want to reset your 2FA.