Try another method for log in not available

Question

Hi,

My colleague has gotten a new phone and now cannot log in using 2FA. There is no option to try another method for 2FA.

What are the next steps for getting them logged in?

Thanks

Princess_R · Answer

Hi @JO198,

For this situation, they'll need to get in touch with our support team to reset their 2FA code. Once that's done, they can set up the new 2FA code on their new mobile phone. They can reach out to our support team directly on our website or hop onto our live chat via the virtual assistant MOCA.

Cheers,

Princess

JO198 · Answer

They can't get into My account without the authenticator. Is there another way?

Doreen_P · Answer

Hey @JO198,

They can reset their 2FA provider to set up the authentication on their new phone. This can be done by visiting My Account. They should add a second security method (like SMS) and then remove and re-add the authenticator app method. Lastly, check this link for more information regarding setting up 2FA on a new phone.

Best regards,

Doreen