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How to remove or change phone number for the two-factor authentication

  • 1.  How to remove or change phone number for the two-factor authentication

    Posted 05-26-2022 11:10
    Dear Trimble Penmap community,

    We have a problem where one field worker has set up a two-factor authentication on a user account to Penmap with her personal phone number.
    This means that new field workers cannot enter the user with the username and password anymore.

    Is there any way to change the phone numer or even remove the two-factor authentication totaly?

    Best regards and thank you
    Mathias Andreasen

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    Pen Map
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  • 2.  RE: How to remove or change phone number for the two-factor authentication

    Posted 05-27-2022 12:33
    Mathias,

    Hi, you can undo the "Two-Factor Authentication" via your Trimble License Manager "Online" account.

    https://license-manager.trimble.com/

    Then click on your name in the upper right and select Profile. From there you can then "Disable" and "Save" your changes.

    Thanks,

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    Jay Riester
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  • 3.  RE: How to remove or change phone number for the two-factor authentication

    Posted 10-25-2022 10:39
    Dear Jay,

    We're experiencing the same issue with a field user. When he goes to the license manager the sms code is required. Is there another work around?

    Thanks in advance! Greetings

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    María de los Ángeles Sager
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    Original Message


  • 4.  RE: How to remove or change phone number for the two-factor authentication

    Posted 10-26-2022 06:03
    Hi Maria

    You'll need to submit a support case to your local Trimble reseller to get this one resolved. They will escalate it to Trimble who can request the MFA is reset.
    Please provide the TID (email) of the account with this issue when you submit your case for help

    Once this is done I would recommend this user
    1. Signs in to their My Trimble Profile here: https://myprofile.trimble.com/home
    2. And sets a recovery email up
    3. Your My Trimble Profile is also where you can enable/disable MFA




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    Tom Harrison
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    Original Message


  • 5.  RE: How to remove or change phone number for the two-factor authentication

    Posted 10-27-2022 16:08
    Sorry Jay - this won't work if you can't Login. That's the point of MFA - 2 different authentications are required as an extra level of security.

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    Brendon Edge
    Geospatial Support Manager
    Trimble New Zealand
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    Original Message


  • 6.  RE: How to remove or change phone number for the two-factor authentication

    Posted 10-27-2022 16:07
    Hi Mathias,

    Trimble will need to disable MFA if they no longer have the Phone number that they associated their TID with for the Verification code.

    Your colleague will need to send your Reseller their TID, request MFA is disabled as their phone number has changed, and their Reseller will be able to contact the relevant Trimble Support team. 

    All login options will lead to the Sign in, and the Verification step (including License Manager). 

    https://myprofile.trimble.com/ - is the place where anyone can access their Profile to turn on/turn off MFA, but once it's on and you can't access it, then Trimble will need to intervene. 


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    Brendon Edge
    Geospatial Support Manager
    Trimble New Zealand
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