Lost code

General Discussions
1

Hello,

Looks like support brings me to FAQ with no human interactions, and this is unhelpful.

I’m logged in with same account on 3 or more location (I think 5) so I can confirm that’s me, is there a way to reconfigure the authenticator? Can anyone point me to the real support and not community or pre-written things?

I only see 2 options in my account settings:

  1. Disable MFA
  2. Generate new code

I can’t chose either of those as my initial authenticator is lost. Is there a way I can reset it? I can verify with number, email, name, username, my server name, or whatever is needed. I just can’t verify with MFA and I’ve lost my codes too as I believe they were saved on my phone which was wiped.

2

If your recovery codes are lost, but you still have access to your prefs, then disable 2FA, waith 2 min, and then re-enable

Then please store the new generated recovery codes in a safe place!

4

Hi there,
I’ve tried to disable the MFA but it’s asking for the Verification Code which I don’t have as I lost the authenticator.
I thought that was clear from the last bit of my initial message, sorry if wasn’t.

I’m also logged into the Server Management and from there I don’t see a way out that is not deleting the account and recreating it, which I want to avoid.

5

Then that’s the only way, since it’s the whole idea behind 2FA lockdown

All I can say is that you next time store your recovery codes in a safe place, and not on your phone

Sorry

6

So 100% there’s no other way? I want to avoid deleting the account as I’ll lose all my configurations.

If that’s the only way, can I somehow export/backup the current configurations and import/restore them when I’ll recreate the account?

7

You’ll not for PMS stuff, besides shares

Logon as a new account, and then look here:

https://support.plex.tv/articles/204281528-why-am-i-locked-out-of-server-settings-and-how-do-i-get-in/

8

Sure, and what about my mobile? I have purchased on PlayStore the unlock which was prices about £3 (if I’m not mistaken). I assume that will be lost as it’s linked to my plex account which is unreachable anymore?

9

True, and a loss sadly

10

Too bad. I’ll go cry and tomorrow I’ll recreate the account I guess. It’s 1AM here. Thanks for the answers, very much appreciated.

11

@Niko31789 Maybe some addition:
If you activate a MFA it usually shows the QR code. But don’t scan the code yet! Click on the link that you’re unable to scan (it says something like “enter code manually”, “unable to scan code?” or similar).
Then it shows you your private key which is used to generate your changing codes. Write this code down and add this key to the 2FA app (together with your showed username).
Store this private key on a safe place!

If you loose your phone you can enter the Username (something like “yourusername@plex”) and your private key to any OTP-App (like Google Authenticator or Authy) and you’re code is working again! :slight_smile:

Hope this helps!

12

The app unlock is bound to the play store account, and not the Plex account.

1 Like
13

I’ve managed to login, I believe this is a security breach that needs to be reported to Plex staff. I’m using my account who doesn’t have authenticator configured and logged in just fine. Not even sure I should share it in here as people might abuse of it.

14

I’m having the same issue… Lost my authenticator app and the recovery codes.

I still have access to my account because it was logged in, but I can’t disable 2FA or delete the account because that is also asking for a verification code. Is there a way to recover this account?

15

How were you able to manage to login? i have the same issue as you do. My old phone is dead. no way to recover or backup my google authenticator or any of my keys. Sad thing is i paid for lifetime plex pass. So creating a new account is not an option for me :frowning:

16

I got a new iPhone and transfer everything, for some reason the plex authentication did not get transfer over. I can’t find my recovery key :(. there should be a way for Plex to reset the account for individual if they are contacted, as long as the correct information is supplied to the company. I can still access my account with the already login device. I can add new device with link URL. I am afraid that if my login device dies then I have no way of accessing the account any more.

18

I feel you, I think that (like many services) Plex should provide an emergency recover in case the users will have enough proof to demonstrate that the account is owned by you. However, for Plex is not possible and this decision might be by design.

19

In your case (like mine) you will need to go in your Settings>Account and then link your profile to another service (eg google). Once done that you will be able to login, the problem is that you won’t be able to reset your Authenticator and/or remove it.

Shame, however this might have been a design choice.

20

If your case is like mine (you have at least one session already logged in) you will need to go in your Settings>Account and then link your profile to another service (eg google). Once done that you will be able to login, the problem is that you won’t be able to reset your Authenticator and/or remove it.

Shame, however this might have been a design choice.

21

they can also implement approval from already logged in device to approve the change like apple does.

22

Plex does that. That’s what the recovery codes are for.

1 Like