Hello [Recipient Name],
Thank you for reaching out about resetting your multi-factor authentication (MFA) device or phone number. We know these situations can be confusing or time-sensitive, so we want to walk you through the process as clearly as possible.
Below is a detailed walkthrough designed to give you clarity about why this issue may be occurring, what you should expect at each stage, and how to resolve it even if something doesn’t behave exactly as described. Please work through the steps in order and pause anytime you need more help.
- Attempt to sign in to the system and follow any on-screen prompts related to MFA issues.
- If your old device is still available, try approving a sign-in request or using a backup method such as a code.
- If you no longer have access to the previous device or phone number, contact the IT service desk.
- Be prepared to verify your identity using approved methods, such as answering security questions or presenting ID.
- Ask the technician to remove or reset your old MFA registration so you can enroll a new device.
- Once reset, sign in and complete the MFA setup steps on your new phone or device right away.
- Confirm that you can successfully receive and approve MFA prompts before ending the session.
In many cases, completing these steps resolves the issue without any further action. If something on your screen looks different from what is described here, make a note of what you see so you can share those details if you contact support.
If these steps do not resolve the problem, please include the details you gathered (error messages, times, screenshots, and what you already tried) when you contact IT. This information helps the support team diagnose and fix the issue faster.
We hope this was helpful and closes your issue, if not please reply to this issue or open a new one within the application. Thank you.
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