Problem
Losing access to your Multi-Factor Authentication (MFA) codes can lock you out of your account, even if you have the correct password. This can happen when you lose your MFA device or have problems with the authenticator app.
Common symptoms
- The account disappeared from the authenticator app.
- The MFA code or backup codes are not working, resulting in the “Code is not valid. Please try again” error message.
Troubleshooting steps
If you can’t access your MFA codes but have the backup codes, follow these steps to disable and re-enable MFA:
- Go to the Nord Account login page. Log in, and click the “See other options” button.
- Click the “Enter one of your backup codes” button and enter one of the backup codes.
- After you log in , click your email address in the upper-right corner and click the “Account settings” button.
- Go to the “Multi-factor authentication (MFA)” tab and click the “Disable” button next to the ”Authenticator app” section.
- Click the “Yes, disable MFA” button.
- After the MFA is disabled, make sure to set it up once more using our guide.
If you have lost your MFA access and backup codes, follow the steps below to reset MFA on your account:
- Fill out the MFA reset request form:
- Account's current email: Enter the email address you use for NordVPN.
- Amount paid: Type in the amount you paid for any purchase but the most recent one.
- Method: Select how you made your last payment (like credit card or PayPal) and enter any other required information.
- Payment date: Choose the exact date of the payment for the same purchase.
- Description: Add additional comments or requests for our support team.
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Attachments (optional): Attach a screenshot of that very same payment to help speed up the process.
- Click the “Submit” button. When our customer support successfully resets your account’s MFA, they will email you.
- After the MFA is disabled, make sure to set it up once more using our guide.
Additional tips
- Store your backup codes securely.
- Consider setting up alternative multi-factor authentication methods, such as virtual or physical security keys.
