Locked out of my Tesla account - Multi Factor Authorisation.

[Mickeyflea]

Please help!

I recently enabled Multi Factor Authorisation and shortly afterwards damaged my mobile phone. I sent the phone for repair enabling 'maintenance mode' before posting. This mode should have protected my apps and passwords but unfortunately the service centre reset my phone to factory settings including my authoriser app. Worse still the screenshot I had taken with the emergency back up codes was also gone and had not been saved in my 'cloud'.

There is no facility on the website to rectify this and so I tried to call the service centre. After waiting on the call for over an hour I gave up. I emailed one of the Tesla reps who handled my purchase and he helpfully passed my query onto the Tesla accounts email address. I received a 'we are busy' auto response but that was almost two weeks ago .

I am locked out of my account and cannot pair my mobile phone with my car.

Is there any other avenue I can try to resolve this issue?

 

[SageBrush]

This does not sound different in context than losing your phone or having it stolen.
Have you tried setting the phone up as if it is a new phone, using your keycard ?

 

[brkaus]

Shoot. I typed out “schedule an appointment in the app” before remembering you cannot login to the app without the second factor.

 

[Mickeyflea]

Thanks for the response but that still does not get me access to my Tesla account.

That is the main problem

 

[brkaus]

Go to a service center in person.

wonder what protocols they have to reset a 2FA account? If they are subject to social engineering the 2FA becomes much less secure.

 

[Mickeyflea]

Go to a service center in person.

wonder what protocols they have to reset a 2FA account? If they are subject to social engineering the 2FA becomes much less secure.

I was hoping to resolve this without doing that as my nearest centre is 60 miles away. But unless I get a response from the Tesla Account folks that may be my only option

 

[SageBrush]

my nearest centre is 60 miles away

pffft.
My nearest centre is 250 miles away

Look at it this way: the drive is quicker than waiting on a tele call.

 

[SageBrush]

I'm asking out of interest:

What is it about the 2FA that is the snag ? And are we talking about Tesla 2FA or phone 2FA ?
Which authenticator app did you use to set up the Tesla 2FA ?

 

[Irata]

Does anyone help if using the customer services / roadside assistance number instead?

I presume and hope they'll ask some security questions, so I doubt an email would resolve this.

 

[Mickeyflea]

An update.

I've been passed on to Owner Experience Support and have got a incident ticket raised.

I'm keeping my fingers crossed and will keep you all updated.

Thanks for the support

 

[valaeyron]

Since the 2nd factor i

An update.

I've been passed on to Owner Experience Support and have got a incident ticket raised.

I'm keeping my fingers crossed and will keep you all updated.

Thanks for the support

Good luck! This is, however frustrating, exactly how MFA is supposed to work. No token? No access. So...take solace that no one else is able to get to your car!

 

[Mickeyflea]

Since the 2nd factor i


Good luck! This is, however frustrating, exactly how MFA is supposed to work. No token? No access. So...take solace that no one else is able to get to your car!

You're right and it just acts as a good reminder to others to record and store safely your emergency access codes if you enable MFA.

Once I'm let back in to my account I will definitely be re initialising MFA.

Lesson learned

 

[brkaus]

You're right and it just acts as a good reminder to others to record and store safely your emergency access codes if you enable MFA.

Once I'm let back in to my account I will definitely be re initialising MFA.

Lesson learned

I print a picture of the QR code and have it in a safe. When I go to the bank I update my safe deposit box.

Authy authenticator will keep all the tokens encrypted and stored if you remember the master password. Of course this is putting trust in someone else.

 

[SageBrush]

When I go to the bank I update my safe deposit box

It always seems to eventually track back to a safe deposit box. I liked the idea, until I learned that the boxes are based on a metal key.

 

[RC2785]

Yeah, don't rely on the cloud to back things up on it's own. I've lost stuff before because I assumed the cloud had already backed it up.

 

[brkaus]

Yeah, don't rely on the cloud to back things up on it's own. I've lost stuff before because I assumed the cloud had already backed it up.

I like the saying I read - “The cloud” is just someone else’s computer.

 

[SMAlset]

It always seems to eventually track back to a safe deposit box. I liked the idea, until I learned that the boxes are based on a metal key.

true but it is you and a bank employee with another key though right? Need 2 keys to open and the bank will be checking who you are.

 

[mswlogo]

Isn’t the two factor tied to a phone number or email? Not to a physical device?

 

[Gasaraki]

Isn’t the two factor tied to a phone number or email? Not to a physical device?

No. That would not be true two-factor then.

Something you know and something you have.

 

[SageBrush]

true but it is you and a bank employee with another key though right? Need 2 keys to open and the bank will be checking who you are.

I think the employee part varies, but the consistent part I always find is that the owner is given a key they must not lose or have stolen