Stay away from 2FA at https://portal.checkpoint.com...

[MikaelJohnsson]

First of all, let me start by saying that I normally wouldn't complain like this, but after a month of waiting, not being able to support my customers, I'm frustrated and don't want anyone else end up in this situation.

At the moment, there doesn't seem to be a way of resetting 2FA (more specifically Google Authenticator) for https://portal.checkpoint.com.

This means that If you loose your 2FA (in my case, my phone went belly up without prior warning) you're out of luck.

So until further notice I'd stay away of using Google Auth as 2FA for portal.checkpoint.com.

Can't remember if SMS was an option, but if so I'd stick with that for now...

Cheers

[MikaelJohnsson]

The problem has finally been resolved!

[tapostolakis]

Hello there and sorry about ressurecting an old thread...

How was the problem resolved. I'm still looking for a way to remove a user's 2fa without deleteing and creating the user again.

[Mikael]

I had to open a ticket with Account Services but it took two or three weeks to get it solved if I remember correctly.

Cheers

[G_W_Albrecht]

Better open a ticket and then try to call AccountServices and use the ticket number !

[DanKen]

I have the same problem and they keep closings my ticket telling me it configuration issue. If I knew signing up to 2FA would be this frustrating when trying to get it reset  after loosing a phone, I wouldn't sign up.

[_Val_]

Also, did you open your tickets with TAC or account services?

[DanKen]

I lost my phone and could not access https://portal.checkpoint.com/.  I choose Microsoft Authentication for the portal 2FA.  Since I lost my phone, I could not use the verification code as my token,  so I clicked on recover access to your account as indicated on the screenshot then contact support window pop up and I raised the same issue with support, but the two tickets were closed without the issue being resolved.

[_Val_]

@DanKen I am sorry for your experience. 

After some internal inquiries, TAC will help you to reset 2FA token, so you would be able to define it again. Your latest case (...270) is on the right track, and I am monitoring it personally, to make sure everything is resolved to your satisfaction.

[DanKen]

Thank you _Val_ for the surety that our ticket would be resolved and I am happy to report that it has been resolved. Thank you once again.   

[_Val_ · Accepted solution]

I am happy it is all fixed for you.

For the rest of the community, here are some important steps you need to do, to get your 2FA restored:

1. Check if you have other admin accounts with portal.checkpoint.com. If yes, you can log in with one of them and reset 2FA for an affected user, then recreate it.

2. If you have only a single admin account, and your authentication device is lost or stolen, you need to open a TAC case and ask explicitly to reset your 2FA for this account. That case has to state you are talking about portal.checkpoint.com access and not anything else. As we use 2FA in many different products, this helps to avoid misclassification of the issue.

[Mikael]

Hi Val,

Could you please elaborate on #3?

As far as options for my account I can only enable 2FA or not. There are no options besides the QR-code for Google-auth (or similar).

No way of creating backup-codes either...

This is for portal.checkpoint.com and not for supportcenter/usercenter which have all the options you mention.

Cheers

[_Val_]

Sorry, my bad, you are right. There is no option 3, will edit the response now.

[Nachi]

Hi, admins in MSP accounts can now reset the 2FA configuration for their users as you can see in the picture below