How to reset 2fa on my work phone

Security & Access KB-1337

Summary

This guide helps you troubleshoot and resolve: How to reset 2fa on my work phone. Follow the steps below to fix the issue.

Quick Tip: Need immediate assistance? 💻 Open a Ticket

Common Causes

Multi-factor authentication (MFA) adds a critical layer of security to your work accounts by requiring a second form of verification in addition to your password. If you have lost your phone, upgraded to a new device, or your authenticator app is no longer generating valid codes, you will need to reset and reconfigure your 2FA settings. This guide walks you through the process of regaining access and setting up MFA on a new mobile device.

Quick Fix Steps

Locate your account recovery email or backup codes.
Log in to your corporate identity provider or account management portal.
Navigate to the security settings and remove the old device.
Install an authenticator app on your new phone.
Scan the QR code or enter the setup key to re-link your account.
Verify the new setup with a test code.

Detailed Instructions

1. Recover Access to Your Account

If you cannot log in because you no longer have access to your registered authentication device, look for any backup codes you saved when you first enabled MFA. These are typically provided as a list of single-use codes during the initial setup. Enter one of these codes at the MFA prompt to gain temporary access.

Never share your backup codes with anyone, including IT support staff. If you suspect your codes have been compromised, regenerate them immediately in your security settings.

2. Remove the Old Device

Once you are logged in, go to your account security settings. Look for a section labelled Two-step verification, Multi-factor authentication, or Security info. Find the entry for your old or lost phone and select Remove or Delete. This prevents the old device from being used to authenticate your account.

3. Install an Authenticator App

Download a reputable authenticator app on your new work phone. Common options include:

Microsoft Authenticator (iOS and Android)
Google Authenticator (iOS and Android)
Authy (iOS and Android)

4. Reconfigure MFA

In your account security settings, select Add sign-in method or Add authenticator app.
Choose Authenticator app as the method.
On your phone, open the authenticator app and tap the plus (+) icon to add an account.
Select Scan QR code and use your phone's camera to scan the code displayed on your computer screen.
If you cannot scan the code, select Can't scan image? on the website and manually enter the provided setup key into your app.
The app will generate a six-digit code. Enter this code into the verification field on your computer to complete the setup.

5. Save New Backup Codes

After successfully adding your new device, generate a fresh set of backup codes and store them in a secure location, such as a password manager or a printed copy kept in a secure drawer. Do not save them in an unencrypted email or note on the same device used for authentication.

Troubleshooting

Codes Are Not Working

Authenticator apps rely on your device's internal clock. If the time on your phone is incorrect, the codes will not match the server.

Ensure your phone is set to Set time automatically in your device settings.
For Android users, open Google Authenticator, go to Settings > Time correction for codes > Sync now.
Check that you are entering the code before it expires; codes typically refresh every 30 seconds.

Lost Phone Without Backup Codes

If you have lost your phone and do not have backup codes, you will need to verify your identity through an alternative recovery method. This may involve answering security questions or receiving a verification code via an alternate email address. If no recovery options are available, Open a Ticket so our team can assist with identity verification and MFA reset.

Synchronisation Errors

If you receive an error stating the code is invalid despite entering it correctly, try the following:

Log out of your account completely and log back in.
Remove the account from your authenticator app and re-add it using the setup key.
Ensure your corporate identity provider is not experiencing an outage by checking your organisation's status page or internal communications.

Forgetting your Windows password is a separate issue from MFA. If you are locked out of your computer itself, refer to our guide on Password reset (Windows login).

If you host with us, you don't need to do this yourself — just Open a Ticket and our Brisbane team will get it sorted.

Still Having Issues?

Need more help? If the issue persists after trying these steps, please open a support ticket and our team will assist you.

💻 Open a Ticket