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Chapter 4. Revoking two-factor authentication when your authenticator device is lost

You can revoke the two-factor authentication protection on your Red Hat account when your authenticator device is lost and you have no recovery codes available, or when you have no other way to log in to your account with two-factor authentication enabled. After you create a support ticket with Red Hat Customer Service, they can do this quickly with a phone call or with a seven-day email response.

4.1. Revoking two-factor authentication quickly by phone
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To quickly revoke two-factor authentication on your account, you must be reachable by phone. If you can’t accept a return call from Red Hat Customer Service, the two-factor authentication on your account can’t be quickly revoked.

Account verification through a phone call from Red Hat Customer Service to your account phone number is the only method approved by the Red Hat security teams for quickly allowing two-factor authentication settings to be revoked. There are no exceptions to this process.

Prerequisites

Procedure

  1. Contact Red Hat Customer Service to open a support ticket to revoke your two-factor authentication.
  2. After a support ticket is opened and assigned, Red Hat Customer Service places a call to the phone number of record for your account. This two-step process with outgoing call confirmation protects the security of your account. It is the only method approved by the Red Hat security team that allows two-factor authentication settings to be revoked by phone.
  3. After two-factor authentication is revoked, you can log in using your valid password. Depending on your organization policy, you might be required to reenable two-factor authentication after you log in.

4.2. Revoking two-factor authentication with a 7-day waiting period
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When you cannot accept a call to the phone number of record for your account, the Red Hat Customer Service team sends an email notification to the email address associated with your account.

Prerequisites

Procedure

  1. Contact Red Hat Customer Service to open a support ticket to revoke your two-factor authentication.
  2. After a support ticket is opened and assigned, Red Hat Customer Service will attempt to contact you by phone at the number registered to your account.
  3. When you can’t be reached by phone, Red Hat Customer Service sends an email to the address registered to your account.
  4. The account holder is notified that two-factor authentication will be revoked in 7 days. You can reply to the notification email if you decide you do not want two-factor authentication revoked.
  5. After two-factor authentication is revoked, you can log in using your valid password. Depending on your organization policy, you might be required to reenable two-factor authentication after you log in.
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