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Two-Factor Authentication (2FA) Account Recovery Process

If you have 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 don't work, 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 "Can't 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 your Firm Administrator or Primary Subscriber to disable 2FA on your account. This article provides the steps that your Firm Administrator or Primary Subscriber needs to follow.

    Note: If you are a solo-member firm and can't sign in to Clio or use backup codes, you will need to reach out to Clio Support since you won't be able to disable 2FA on your own account.

Account Recovery

If you are unable to access your account after following the above steps, 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.

To complete the form, accept the terms and conditions, select your country, select the type of government-issued photo ID that you will scan pictures of, choose the method to capture the pictures (auto or manual), and submit a live photo/selfie of yourself.

Note: Auto capture scans the picture through a device camera (similar to scanning your credit card to set up Apple Pay or scanning a cheque to deposit it into your bank account via the bank's mobile app). Manual capture lets you upload the documents instead.

When you submit the form, the form information is sent to Trulioo for identity verification. Trulioo then sends the information to Clio Security. If the identity verification process passes (ie. 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 an email. If the identity verification process fails, Clio Security will send you an email. You will need to follow-up with Clio Support to pursue an alternate method for verifying the account recovery request. 

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

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