If you have multi-factor authentication (MFA) enabled on your Clio account and get locked out, there are a few steps you can take to recover your account. You can also reach out to Clio's support team during supported hours to get help with your account recovery process.
Actions you can take yourself
Before reaching out to Clio's support team, first try the following steps:
- Check if you can still sign in to Clio. If you can, re-add your account to your new device or alternate authentication app. See the instructions in Unable to log in for more details.
- If you are unable to sign in to Clio, try using one of your backup codes. See Download and use backup codes for more details.
- Ask an administrator at your firm to reset MFA on your account. This article provides the steps that they need to follow.
Recover your account
If you are unable to access your account after following the steps above, you can recover your account using the NameTag Identity Verification service provider. Before starting the process, make sure you have
- Access to the email address associated with the account
- Access to a device with a camera
- A piece of government-issued photo ID
Note: The name on your ID must match or be a close variant of your username in your Clio account.
Click this recovery link to start the process.
Once you click the link and provide the email address associated with your account, an email will be sent to the Primary Subscriber of your firm’s account informing you that a user on their account has requested to disable MFA.
You will also receive an email with a QR code that you can scan with your mobile device or computer webcam to start the recovery process. Alternatively, you can click the link in the email to start the process.
Follow the process to recover your account. This process typically includes, accepting the terms and conditions, selecting your country, the type of photo ID you will use, and uploading a live photo or selfie captured through your device camera.
Once all your information is submitted, you may have to wait a few hours for your identity to be verified. If identity verification fails, Clio Security will send an email informing you to follow up with Clio's support team to pursue an alternate method for verifying the account recovery request. Otherwise, once your identity is confirmed, Clio will reset the MFA on your account and inform you via email.