Lost MFA Recovery Code

[adam.waterhouse]

One of my colleagues has changed their phone and no longer has the recovery code so they are unable to log in - please could someone advise me what the process is to get it reset so they can get back in to their account?

Thanks!

[konrad.sopala]

Hey there!

Here’s the procedure to follow:

Account Locked: MFA Resets Requests

MFA Reset Request Process Summary The aim of this FAQ is to help both you and us in handling MFA resets request in a more convenient and faster way. In general, it’s important to enroll in multiple MFA methods for Dashboard Admins, and leverage the ability to regenerate the recovery code. The following factors can be configured from the Profile page, and we highly recommend to enroll at least 2 of them and as many as possible: WebAuthn with FIDO security keys : WebAuthn roaming authentica…

[adam.waterhouse]

Thanks Konrad, I’ll fire over a PM now.

[konrad.sopala]

No problem! Go for it!