Overview
If you cannot access your account because you no longer have your MFA device or authentication app, follow the steps below to regain access securely.
Common Scenarios
-
Phone was lost, stolen, or replaced
-
Authenticator app was deleted
-
Device was reset
-
Backup codes were not saved
Resolution Steps
Step 1: Contact Support
If you do not have backup codes:
-
Contact Support via the Support Portal
-
Submit a MFA Reset Request ticket
-
Identity verification will be required, which may include:
-
Registered email confirmation
-
Phone verification
-
Security questions
-
Government ID (if applicable)
-
⚠ All reset requests are manually reviewed for security compliance.
Security Best Practices
-
Store backup codes offline
-
Do not rely on a single device
-
Enable cloud backup in your authenticator app
-
Never share MFA codes
-
Support will never request your MFA codes
SLA
-
Standard reset: Up to 24 business hours
-
Urgent access: Escalation required
Need Help?
Contact Support and provide:
-
Full name
-
Registered email
-
Company name
-
Reason for reset
