FAQ: 2FA and Passwords

Objective: To address common support questions regarding passwords and 2FA.

Difficulty: Easy

In this article:

1. How do I reset my password?
2. How do I reset my password if I forgot it?
3. How do I reset my 2FA?

4. Why won't my browser remember my 2FA code even though I select "remember my device"?

5. Can I login to Duro without a second device?
6. What do I do if I'm being asked to sign in with 2FA but I haven't set up 2FA yet?
7. Where do I get the six-digit code to sign into my Duro account?

Please scroll below to search for frequently asked questions around Two Factor Authentication (2FA). If you cannot find the answer to your questions, please feel free to contact us at [e-mail]., reach out by creating a ticket HERE, or use the chat bot on our website. 

How do I reset my password?

If you want to reset your password and know what your current password is, simply follow the instructions below. 

1. Navigate to the Duro sign in window located HERE. 
2. Click on Login.
3. Click on your avatar, then select Account Settings. 
4. Click on Your Profile from the left navigation.
5. Select the Password button above your profile picture.
6. Click on Update Password.
7. Enter your old password and type in a new password. 
8. Click on Update Password.
9. Congratulations! Your password has been reset. 

How do I reset my password if I forgot it?

If you want to reset your password and don't know what your current password is, simply follow the instructions below. 

1. Navigate to the Duro sign in window located HERE. 
2. Click on Forgot Password? beneath the Log In button.
3. Enter the email address you use for Duro and click on Reset Password.
4. Navigate to the inbox of the email you provided. (If you didn't receive the email, check your spam folder. If you still cannot locate it, navigate back to the Duro sign in page and select the hyperlinked "Try again" message. This will reopen the email textbox; re-insert your email and click Submit again.)
5. Open the support email from Duro and click on the Reset your password link embedded in the body of the email.
6. This will open a new window. Enter your new password and click on Update Password.
7. Congratulations! Your password has been reset. 

*If you enter an email address that is not associated with your Duro account, Duro will not notify you that you have entered the wrong email address. Why? Because it deters hackers. Say that we did give you a "Wrong email entered" notice when you inserted the incorrect address. If someone was trying to hack your account, they could enter a series of email addresses until they found the one associated with your account. Because of this, we provide you with the same message regardless of address validity. It's in our clients' best interest that we take this safety precaution.

How do I reset my 2FA?

1.  Submit a ticket with Duro.
2. Next you will receive a confirmation from our support team that your 2FA credentials have been reset internally.
3. Upon receiving confirmation, reset on your side by going to the Duro sign in page.
4. Enter your email and password. Then, click on sign in button.
5. Duro will redirect you to your profile where you can set the 2FA again for your account.

Why won't my browser remember my 2FA code even though I select "remember my device"?

Perform a browser "Hard Refresh" on your device by any of the following options depending on which browser you're using.

1. Chrome, Firefox, or Edge for Windows: Press Ctrl+F5. If that doesn’t work, try Shift+F5 or Ctrl+Shift+R.
2. Chrome or Firefox for Mac: Press Shift+Command+R.
3. Safari for Mac: There is no simple keyboard shortcut to force a hard refresh. Instead, press Command+Option+E to empty the cache, then hold down Shift and click Reload in the toolbar.

Can I log into Duro without a second device to authenticate my identity if 2FA is already enabled?

There are many reasons you may not be able to access your account using 2FA, some of which are listed below.

• You're locked out of your secondary device (phone/tablet/iPad). 
• You lost your secondary device (phone/tablet/iPad). 
• The QR code on your secondary device (phone/tablet/iPad) is not working.

The purpose of 2FA is to use a separate device to authenticate.  If you need to reset your 2FA, please follow the steps (outlined below):

1.  Submit a ticket with Duro.
2. Wait to receive confirmation from our support team that your 2FA credentials have been reset internally.
3. Upon receiving confirmation, reset on your side by going to the Duro sign in page.
4. Enter your email and password. Then, click on sign in button.
5. Go to the auth/account page and re-enable 2FA.

Where do I get the six-digit code to sign into my Duro account?

This six-digit code is generated through a third party authenticator application, such as Google Authenticator or 2FA Authenticator. Once you download an authenticator app and scan the provided QR code, the six-digit code will be automated. Once you've inputted the code into the prompt, you can sign into your account.