Two-factor Authentication (2FA) can only be removed from a GitLab.com account if one of the following combinations are met:
Users can generate new recovery codes using SSH, if they've previously added SSH public keys to their profile. The new recovery codes can then be used at sign in. This option is presented to users in the Zendesk macro. If they cannot use this method then move on to the manual methods below.
ssh firstname.lastname@example.org 2fa_recovery_codes
Photo ID and picture of user with ID
Support often gets requests from gitlab.com users to release a username. This can be implemented if the following criteria are met:
Usernames will be appended with
_idle to keep the account active but release the namespace.
Support agents will not release a current user's contact information to another user. GitLab also will not contact a user on behalf of another user to request surrender of an apparently active username.
Just as Support Engineers are expected to adhere to the Code of Conduct, we also expect customers to treat Support Engineers with the same level of respect.
If you receive threatening or hostile emails from a user, please create a confidential issue in the GitLab Support Issue Tracker and include:
Include the Support Lead, VP of Engineering, and Director of PeopleOps in this issue. Together we will evaluate on a case-by-case basis whether to take action (e.g. ban the user from the forums for violating the Code of Conduct).