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How to Regain Access to Your LiveAgent Account if Locked Out by Two-Factor Authentication (2FA)

How to Disable Two-Factor Authentication (2FA) After Being Locked Out

This article explains what to do if you have enabled two-factor authentication (2FA) on your LiveAgent account but lost access to your authenticator app (Google Authenticator) and can no longer log in.

Overview

Two-factor authentication adds an extra layer of security to your LiveAgent agent account. However, if the authenticator app is lost, reset, or the code was never saved correctly, you may find yourself locked out of your account. In such cases, 2FA must be disabled by someone with the appropriate permissions before you can regain access.

Who Can Disable 2FA for an Agent?

  • Admins and Owners of the LiveAgent instance can disable 2FA for any agent directly in their profiles.
  • If there are no other admin or owner users available (e.g., you are the sole owner and are locked out), the LiveAgent support team can disable 2FA on your behalf.

Option 1: Ask an Admin or Owner to Disable Your 2FA

If another admin or owner has access to your LiveAgent instance, ask them to follow these steps:

  1. Log in to the LiveAgent dashboard.
  2. Navigate to Configuration > Agents.
  3. Find and open the affected agent's profile.
  4. Locate the two-factor authentication setting and disable it.
  5. Save the changes.

Once 2FA is disabled, the locked-out agent can log in normally and re-configure 2FA if desired.

Option 2: Contact LiveAgent Support (No Admin Available)

If there is no other admin or owner who can disable 2FA, the LiveAgent support team can assist you. To request this:

  1. Send an email to support@liveagent.com.
  2. The email must be sent from the email address you use as your LiveAgent login username. This is required to verify your identity.
  3. Describe your situation (e.g., lost access to Google Authenticator, need 2FA disabled).

The support team will process your request and disable 2FA so you can regain access to your account.

After Regaining Access

Once you are logged back in, you can set up 2FA again from your agent profile. Make sure to:

  • Properly scan and save the QR code in your authenticator app.
  • Store the backup/recovery codes provided during setup in a safe place.
  • Verify that the authenticator app generates valid codes before finalizing the setup.

Important Notes

Admins and owners can disable 2FA for other agents, but they cannot enable it on behalf of another agent — each agent must activate 2FA individually from their own profile.

The support team identity verification requirement (sending from your login email address) is in place to protect account security.

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