<commit_before>---
layout: markdown_page
title: Support Policies
---

## On this page
{:.no_toc}

- TOC
{:toc}

----

### Removal of 2FA

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 git@gitlab.com 2fa_recovery_codes
```

[Two-factor Authentication](http://docs.gitlab.com/ee/profile/two_factor_authentication.html) (2FA)
can only be removed from a GitLab.com account if one of the following combinations are met:

#### Combination 1:

Push a certain file to a repository in a personal project

#### Combination 2:

Photo ID and picture of user with ID

Examples:

+ Driver's License
+ Passport
+ Military/Government ID
+ Permanent Resident Cards


### Dormant Usernames

Support often gets requests from gitlab.com users to release a username.
This can be implemented if the following criteria are met:

1. The account in question has no data.
1. There hasn't been any activity on the account (i.e. code, issues, merge requests)
   for six months. This considers activity on projects the account owns
   as well as activity on projects the account participants in.
1. Support has had two failed attempts to contact the user within a
 two week period.   
1. The user cannot be an owner of any active project.

Usernames will be appended with `_idle` to keep the account active but<commit_msg>Replace combination 1 with self-service<commit_after>---
layout: markdown_page
title: Support Policies
---

## On this page
{:.no_toc}

- TOC
{:toc}

----

### Removal of 2FA

#### Combination 1 (self-service): 

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 git@gitlab.com 2fa_recovery_codes
```

[Two-factor Authentication](http://docs.gitlab.com/ee/profile/two_factor_authentication.html) (2FA)
can only be removed from a GitLab.com account if one of the following combinations are met:

#### Combination 2 (ID verification):

Photo ID and picture of user with ID

Examples:

+ Driver's License
+ Passport
+ Military/Government ID
+ Permanent Resident Cards


### Dormant Usernames

Support often gets requests from gitlab.com users to release a username.
This can be implemented if the following criteria are met:

1. The account in question has no data.
1. There hasn't been any activity on the account (i.e. code, issues, merge requests)
   for six months. This considers activity on projects the account owns
   as well as activity on projects the account participants in.
1. Support has had two failed attempts to contact the user within a
 two week period.   
1. The user cannot be an owner of any active project.

Usernames will be appended with `_idle` to keep the account active but
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