Reset two-factor authentication

Use this when you can no longer produce the six-digit sign-in code, for example after losing or replacing your phone or deleting the authenticator app. The reset removes the old authenticator connection (multifactor authentication, MFA); at your next sign-in you set it up again. You need your email address and your password: the reset is confirmed through a link sent to your email address, so it cannot be done with the password alone.

1. Request the reset

1. On the login page, click Trouble logging in?, choose I cannot access my Auth App and click Continue.
2. On the Reset Multi-factor Authentication step, enter your Email and Password and click Continue.
3. The step confirms "If the details match an account, an email with a link to reset your Multi-Factor Authentication has been sent to you. Please check your inbox."

The confirmation looks the same when the email and password do not match an active user; then no email is sent. If you have forgotten your password too, reset the password first (see Login).

2. Open the link

Open the email "go flow - reset multi-factor authentication" and click Reset MFA. The link works once and for 60 minutes. The page shows one of two results:

• Multi-factor Authentication reset: "Your Multi-Factor Authentication has been reset. You will be asked to set it up again the next time you log in." The reset also ends every open session of your user, on every device.
• Reset Multi-factor Authentication with "This reset link is invalid or has expired. Please request a new Multi-Factor Authentication reset from the login screen." The link was older than 60 minutes, had been used already, or had been cancelled: by a newer reset request, by a password reset request, or by signing in successfully. Request a new reset (step 1) and open the newest email. The same message also appears when the page could not reach go flow; if the link is less than 60 minutes old, first open it again after a few minutes.

3. Sign in and set up the app again

Click Continue to login and sign in with your email and password. The Set multifactor authentication step follows, as on your first sign-in: scan the QR code or type the key into your authenticator app, then enter the 6-digit code. go flow may first send a code by SMS to confirm your mobile number. See First-time setup.

A confirmed reset is recorded as Two-factor authentication reset: in your own My activity, and in your tenant's audit log when your user belongs to a single group.

If the page shows Application error instead, click Continue to login and open the link again in a few minutes.