Context

The Neo4j Customer Support Portal requires customers to use their email address as the username and to establish a password via the first time sign up process. After successfully logging in for the first time, customers will be required to establish a second factor using their preferred authentication application. Once established customers will be able to access the resources found on the Neo4j Support Portal. At a future date, if a customer cannot remember what they configured, lost or replaced their phone, etc. there are three methods this KA describes to access the Support Portal resources.

Methods

Request MFA reset

• Using the email address associated to their Neo4j account, send an email to support@neo4j.com to create a support case. Salesforce will match the sender email address and associate the Severity-4 case with your account. Neo4j Support will work with internal stakeholders to reset the authorized support contacts MFA and then respond via email to confirm. Please use the following format: 

Subject: MFA reset request

Description: Please reset Support Portal MFA for <INSERT_YOUR_EMAIL_ADDRESS>

Try Another Method: Email

• Select the 'Try another method' link

 

• Select 'Email'

 

• Enter the code you receive in your associated email Inbox

Try Another Method: Recovery code

• Select the 'Try another method' link

 

• Select 'Recovery code'

 

• Input the Recovery code you saved (potentially in a password vault as recommended in the Support Portal for the First Time knowledge article)