Resetting a Password or 2FA for a My Rochen Customer Account

Rochen’s support is provided, 24/7, via our customer portal at:

https://my.rochen.com

If you’ve forgotten your password, or find that the credentials that you thought were correct are not working, there are 2 password reset options, listed below.

Automatic Password Reset

This option is available on the login page at https://my.rochen.com If you click on the “forgot password” link, the next screen will ask you for your primary email address.

Once you enter your primary email address, and assuming it matches what is on file for your account, our system will send you a password via direct email to that address.

If you do not know your primary email address, please see the  manual verification section.

Note: The My Rochen system uses [email protected] as our default email address for all system emails. We recommend adding [email protected] to your contacts, and check that it is not being filtered in to spam/junk, etc.

Manual Verification Password Reset

This is the option to use if you do not recall the most recent primary email address for your My Rochen account, or the primary email address that you thought you were using for the account is returning the following error:

“There are no accounts associated with the primary email address that you entered. Please try a different email address.“

In order for us to verify your account ownership, we will need you to send an email to [email protected] requesting to have your password reset. The email needs to include all of the following:

1. The Primary domain name on the account
2. The full name of the Primary owner of the account
3. The Primary email address that Rochen uses for communicating with the account
4. The address, including postal/zip code of the primary owner of the account
5. The telephone number used on the account
6. The last four digits of the credit card on file – This would be the card that your Rochen invoices get billed to.

The above is required for the previously noted security reasons, and also for the protection of the personal contact and billing information that you have entrusted us to keep secure.

We appreciate your patience as we try to work with you to make sure that all correct information is provided and verified.

Thank you

Manually Disable 2FA

If you have Two-Factor Authentication (2FA) enabled and have lost access to your Authenticator App 2FA can be reset automatically and within a few minutes using the Backup Recovery Key provided to you when 2FA was originally enabled. Alternatively, if you have another person with administrator access to My Rochen they can disable 2FA on your behalf through the “Account Settings” and then “Account Contacts” page. 

In the event that you have lost access to your Authenticator App, misplaced your Backup Recovery Key and do not have an administrator with access then 2FA will need to be reset manually. Please note, extensive documentation will need to be provided for authentication purposes and the process may take several days to complete.

All of the details required for a password reset will need to be authenticated and in addition we will require more documentation from you. In order to reset and disable 2FA manually please provide all of the following details to [email protected].

Only the primary account holder is authorized to reset 2FA manually.

1. Valid government issued photo ID for the primary account holder
2. A copy of the front of the payment card currently on file
3. If a company or organization is listed for the account a letter requesting 2FA be disabled on letterhead of the entity is required
4. Proof that the signer of the above letter is an officer, director or trustee and authorized signatory
5. The Primary email address that Rochen uses for communicating with the account
6. The address, including postal/zip code of the primary owner of the account
7. The telephone number used on the account