If you have enabled the Multi-Factor Authentication (MFA) feature for your Bookeo account and your MFA device is lost, damaged, or not working, you can recover access to your account by using your recovery key or asking your account owner or super-managers to disable the MFA feature for your account.

If you are the account owner, the Bookeo Support Team will have to verify your identity before you can regain access to your account.

In this article:

• Use your recovery key to log into your account
• Ask your account owner or super-managers to disable the MFA feature for your account
• Reset MFA for the account owner
  • How we verify the identity of the account owner

Use your recovery key to log into your account

To use the recovery key you copied/printed when you enabled the MFA feature for your account:

1. Go to https://signin.bookeo.com

2. Input your email address and password

3. In the next screen, click on I cannot generate my code[1]

4. In the next screen, input your recovery key[2]

5. Click OK[3]

If you can successfully log into your account using your recovery key, the system will automatically disable the MFA feature for your account. You can enable it again by following these steps here.

Ask your account owner or super-managers to disable the MFA feature for your account

If you are unable to generate the MFA authentication code and have lost the recovery key, you can ask your account owner or super-managers to disable the MFA feature for your account. They can disable the MFA feature for your account by following the steps here.

If your account owner or super-managers disable the MFA feature for your account, when you log into your account, you can enable the MFA feature again by following the steps here.

Reset MFA for the account owner

If you are the account owner, are unable to generate the MFA authentication code, and have lost the recovery key, you should contact the Bookeo Support Team at support@bookeo.com so they can verify your identity to ensure that only you regain access to your account and that unauthorized entities are not given access. 

How we verify the identity of the account owner

When verifying the identity of the account owner, the details are checked against the settings and data in the Bookeo account at the moment when the identity check is requested. 

The identity of the account owner can be verified only if the following identity IDs and documents are provided:

• the username of the current account owner, or of any other user in the same account
• the ownership of the credit card used to pay for the latest Bookeo subscription invoice 
• the date and amount of the last credit card charge by Bookeo for your account subscription

Please note that other forms of identification will not be accepted.

When the Bookeo Support Team asks you to send your proof of identity, you should only share a scanned copy/picture of the credit card used to pay for the latest invoice of your Bookeo account. You should make sure to mask all[4] but the last 4 digits of the card number, and leave visible:

• the last 4 digits of the card number[5] 
• the expiry date[6]
• the card holder's name[7] 

It’s important to make sure that the scanned copy/picture of the credit card:

• is clear and readable
• is color and not in black and white
• includes the full card - scans with corners or parts cut off will be rejected

The information you submit will be treated in accordance with the Bookeo Privacy Policy and the Bookeo GDPR Readiness Statement. We will use the details you have provided only to verify that you are the account owner.

Please note that an identity review process may take up to 2 business days.