How do I reset my Two-Factor Authentication (2FA) for the Acenda Admin Tool?
If you have lost your authentication device or are unable to access your 2FA codes, you will need to request a manual reset from our support team. We require a manual verification process to ensure the security of your account and store data.
To begin the process, please send an email to support@acenda.com.
For expedited service, please use the subject line: 2FA Reset Request
The information you need to provide in the email depends on the address you are sending from:
If you are sending the email from the same address associated with your admin username, please include:
Your Admin Username
Your Store Name
If you are sending from a different email address for any reason, you must include the following for security verification:
Your Admin Username
Your Store Name
Latest Acenda Invoice Number: This is a required security step that helps us verify your identity and protect your store's data.
Please be aware that you may be subject to additional security verification questions or steps before your 2FA is reset. Once we receive your email and have successfully verified your identity, our support team will process the 2FA reset for your account and will notify you upon completion.
Disclaimer
Processing Time: Requests are processed during standard business hours (Monday - Friday, 9 AM - 5 PM ET, excluding holidays). While we strive to handle requests promptly, we do not guarantee an immediate response or resolution time.
Verification: Acenda reserves the right to deny any 2FA reset request if account ownership cannot be definitively verified to our satisfaction. This policy is in place to protect your account and data from unauthorized access.
Liability: Acenda is not liable for any delays in processing this request or for any potential loss of access or business resulting from a locked account. You are responsible for maintaining the security of your account credentials and contact information.