Knowledgebase

Recovering Access if You’ve Lost 2FA (Firstserv)

If you’re unable to log in to your Firstserv account because of two-factor authentication (2FA)—and no longer have access to your authentication app or backup codes—we can assist by securely removing 2FA after completing identity verification.

How to Request 2FA Removal

To begin the process, please contact Firstserv support via:

• Email: Submit a request through your support channel
• Phone: Contact our support team during business hours

Information Required

For security purposes, you will need to provide:

• The email address associated with your Firstserv account
• A recent invoice number (if available)
• A copy of photo identification (passport or driving licence)
• A recent utility bill or official document showing your name and the address registered on your account

This information is used strictly to verify your identity and protect your account from unauthorised access.

Important Notes

• 2FA removal requests must be handled via secure support channels (email or phone)
• Requests cannot be processed via live chat
• Once verification is complete, we will disable 2FA and notify you so you can regain access

After Access Is Restored

For continued security, we strongly recommend that you:

• Re-enable Two-Factor Authentication (2FA)
• Store your backup codes securely in case you lose access in the future

If you need help at any stage, the Firstserv support team is here to assist you.