Two-Factor Authentication Account Recovery

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If you have two-factor authentication (2FA) enabled on your Clio account and get locked out, there are a few steps you can take to recover your account. This includes actions you can take yourself. If these steps do not resolve the issue, reach out to Clio Support to begin the account recovery process to have 2FA disabled.

Actions you can take yourself

Before reaching out to Clio Support, first try the following steps:

  1. 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 "Unable to sign in" section of this article for more details.
  2. If you are unable to sign in to Clio, try using one of your backup codes. See the "Backup codes" section of this article for more details.
  3. Ask an administrator at your firm to disable 2FA on your account. This article provides the steps that they need to follow.
Note: If you are a solo-member firm and cannot sign in to Clio or use backup codes, you cannot disable 2FA on your own account. Please contact Clio support.

 

Contact Clio Support for account recovery

If you are unable to access your account after following the steps above, contact Clio Support to have 2FA disabled on your account. Clio Support will send you an account recovery link to a Trulioo form that you will need to complete and submit. Trulioo is a Canadian company that provides secure electronic identity verification services.

The account recovery email contains a QR code that you can scan on your mobile device or computer, or you can click the link. We encourage you to scan the QR code on your smartphone for the best form completion experience.

Note: The Trulioo email link is time-sensitive and will expire after 72 hours.

When the form is submitted, the information is sent to Trulioo for identity verification and results are sent to Clio Security. If identity verification passes (i.e. your picture ID name matches your Clio account name and your picture ID photo matches your selfie), Clio Security will disable 2FA on your account and send you a confirmation email. If identity verification fails, Clio Security will send an email informing you to follow-up with Clio Support to pursue an alternate method for verifying the account recovery request.

Important: It can take up to two Canadian business days for processing after you submit your completed form.

 

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