Troubleshooting Two Factor Authentication (2FA) on Design Bundles

Issue: Difficulty logging in due to issues with the Google Authenticator 2FA code.

Resolution:

With updates to Google Authenticator, the app may not automatically pop up with the 6-digit code, but instead require the QR code for authentication. This can cause confusion when trying to log into your Design Bundles account.

Steps to Resolve:

1. Access the Google Authenticator App: Before contacting support, please check your mobile device for the Google Authenticator app. See if you can access the refreshing 6-digit code from within the app. This code should allow you to log in.

2. Transferring Google Authenticator to a New Device:

   • Install the Google Authenticator app on your new device.
   • Go to the main menu on the old app, select "Export accounts." Select which accounts you want to export and take note of the QR code.
   • On the new device, open Google Authenticator, and select "Begin Setup." Choose "Scan barcode" and scan the QR code from the old device.
   • Your accounts should now be transferred.

3. Contact Design Bundles Support: If you're unable to access or use the 6-digit code from the Google Authenticator app, you can request to have 2FA disabled for your account. However, for security reasons, we will ask you several security questions to ensure you are the owner of the account.

4. Review and Resolution: Once your answers are received, our team will review them against your account details. If all answers are correct, 2FA will be removed from your account to allow you to access it. If answers are incorrect, further questions will be posed for verification.

Note: It's crucial to keep your account details updated and ensure that you have access to the email associated with your Design Bundles account, as this will help in resolving such issues efficiently. Please raise a ticket above should you require our assistance anytime. 

We value the security of our users and appreciate your understanding as we work to ensure your account's protection.