If you sign in with a username and password, Acenda requires two-factor authentication (2FA): each time you sign in, you enter a 6-digit code from the authenticator app on your phone. If you can no longer get those codes, for example because your phone was lost, wiped or replaced, or you deleted your authenticator app, Acenda Support can reset 2FA on your account so you can set it up again.
 | Prefer to watch? How to Reset Your 2FA for the Acenda Admin Tool Watch video (2:43) |
Skip the codes: sign in with Google. Acenda supports Google Single Sign-On (SSO), and we highly recommend it as a more convenient alternative to 2FA codes. No authenticator app, no 6-digit codes, no clock problems. Just choose the Google sign-in option on the Acenda login page and sign in with your Google account. If you need Google sign-in turned on for your account, contact Acenda Support.
Resets are done by hand, after we verify your identity, to protect your account and your store data. This article covers what to check first, how to request a reset, what to include and what happens next.
Only Acenda Support can reset 2FA. Your company's Owners and Admins can't reset it for a teammate from the admin (see User Management and Setting Permissions for what they can do). There are no backup or recovery codes, and Acenda doesn't send codes by text or email, so a reset is the only way back in once your codes are gone.
Before you request a reset
A reset is only needed if you've lost access to your codes. Check which situation you're in:
Your app shows an Acenda code, but Acenda rejects it with Invalid authenticator code.: you don't need a reset. This is almost always your phone's clock or the wrong entry in your app. Follow the quick checks in My Acenda 2FA Code Isn't Working. What's Wrong? first.
You're switching phones and still have the old one: you don't need a reset. Move your authenticator accounts to the new phone using your app's transfer or backup option, then sign in once to test the new phone before you wipe or trade in the old one.
Your phone was lost, wiped or replaced, or you deleted your authenticator app or its Acenda entry: you need a reset. Follow the steps below.
How to request a reset
Email support@acenda.com. If you can, send it from the email address you use as your Acenda admin username. That makes verification quicker.
Use the subject line 2FA Reset Request.
Include the details listed under What to include below.
Watch your inbox. Support may ask a few extra questions to confirm it's you. Reply from the same address so your request stays in one thread.
Keep it safe: never send your password, a 2FA code, a screenshot of your QR code or your setup key in the email. Support doesn't need any of them to reset your 2FA.
The support chat in the Acenda admin only appears after you sign in, so email is the way to reach us while you can't sign in. For everything else, see How to Contact Acenda Support.
What to include
If you're emailing from the same address as your admin username, include:
Your admin username (for example, YOUR_ADMIN_USERNAME)
Your store name (for example, Your Store Name)
If you're emailing from a different address for any reason, include:
Your admin username (for example, YOUR_ADMIN_USERNAME)
Your store name (for example, Your Store Name)
Your latest Acenda invoice number (for example, INV-XXXXX). This is a required security step that helps us confirm the request really comes from your company.
Tip: Not sure which username or email address your Acenda user is set up with? An Owner or Admin on your account can check it under ADMINISTRATION > Users.
What happens after the reset
Support emails you once your 2FA has been reset. Your password stays the same, and the old Acenda entry in your authenticator app stops working.
The next time you sign in, enter your username and password as usual. Acenda then shows the Mobile Authenticator Setup screen:
Install an authenticator app on your phone if you don't have one. The screen lists supported apps: Google Authenticator, Microsoft Authenticator and FreeOTP.
Open the app and scan the QR code on the screen. If you can't scan it, click Unable to scan? and type the setup key into your app instead.
Enter the 6-digit One-time code from the app. Codes change every 30 seconds. You can also add an optional Device Name, such as "Work phone".
Click Submit. You're signed in, and from now on you'll use the code from this new entry.
Delete any old Acenda entry from your authenticator app so you don't mix them up.
Tip: Next time you replace or wipe your phone, transfer your authenticator accounts to the new phone first. That way you won't need another reset.
Troubleshooting and FAQ
Can an Owner or Admin on my account reset my 2FA? No. Only Acenda Support can reset 2FA. Owners and Admins manage users and permissions, as described in User Management and Setting Permissions, but they don't have a reset option.
A teammate can't sign in. Can I request the reset for them? Ask your teammate to email Support themselves, ideally from the address they sign in with, so Support can verify them. You can check that their user and email address are correct under ADMINISTRATION > Users.
Can I turn off 2FA, or get codes by text or email instead? You can't turn off 2FA for password sign-in, and codes only come from an authenticator app. To skip codes entirely, sign in with Google (see the callout at the top).
Are there backup or recovery codes? No. If your codes are gone, a reset from Support is the only option.
Acenda still asks for a code instead of showing the setup screen. Your reset hasn't been processed yet. Wait for Support's confirmation email before you sign in again.
My new code is rejected right after setup. Make sure your phone's clock is set to update automatically and that you're reading the new Acenda entry, not an old one. See My Acenda 2FA Code Isn't Working. What's Wrong?.
I haven't heard back. Check your spam or junk folder for a reply from Support. Requests are handled during business hours (see the disclaimer below), so a request sent in the evening or on a weekend is picked up the next business day.
Disclaimer
Processing time: Requests are processed during standard business hours (9 AM to 5 PM PT, Monday through Friday, closed on major holidays). We aim to handle requests promptly, but we don't guarantee an immediate response or resolution time.
Verification: Acenda may deny any 2FA reset request if account ownership can't be verified to our satisfaction. This protects your account and data from unauthorized access.
Liability: Acenda isn't liable for any delay in processing a request, or for any loss of access or business while you're unable to sign in. You're responsible for keeping your account credentials and contact information secure and up to date.
Related articles
Still stuck? Contact Acenda Support. If you can't sign in, email support@acenda.com with the subject line 2FA Reset Request.
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