Regaining access when locked out

When there have been too many failed login attempts we may temporarily block the account login for a short period of time. This feature is only relevant for those using Multi-factor Authentication

Using backup codes

If your phone or security key is lost/damaged, you can use one of the backup codes that were generated during the MFA setup process to log in.

Login with your email address and password, and when prompted for your primary MFA method, press More options and select Verify with backup code.

A screenshot of a user being prompted for a verification code during login, with the 'other options' button highlighted

A screenshot of the 'other options' dialog during login, with the 'Verify with backup code' option highlighted

Enter a backup code, and press Verify. If the backup code is valid, you will be logged in.

A screenshot of a user being prompted to enter a backup code during login

If your primary MFA method is permanently lost, make sure you visit your profile and remove or reset it before logging out. If you are running out of backup codes, generate a new set to make sure you don’t lose access to your account.

Resetting your account

If your backup codes are also unavailable, you can contact Service Desk for assistance, who will send you an email to reset your account. This will enable you to reset both your password and MFA methods.

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