2-Step Verification does not allow a user to access his account


A user who has 2-Step Verification (2SV) set up is not prompted to use the respective second verification method, therefore, is unable to access the account.


  • Admin console 
  • Security 
  • 2-Step Verification


  1. Open the Google Admin console.
  2. Go to Directory > Users.
  3. Click the name (not the box next to it) of the affected user.
  4. Click Security.
  5. Turn 2-Step Verification off.
  6. Click Save.
    • (Optional) Once the user has gained access to the account, have him/her turn 2-Step Verification back on.