General Help

What if device with Multi-Factor Authentication is no longer working?

Sign in using another verification method

If for some reason the user is unable to use their primary sign-in method, they can use another previously set up verification method.

  • Have the user sign in to their account normally, and then choose the Sign in another way link on the Two-step verification page.

    Note: If they don’t see the Sign in another way link, it means that they haven’t set up any other verification methods and you’ll need to escalate the ticket. Please escalate ticket under CTI Email>Login>Password

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    If they see the Sign in another way link, but still don’t see any other verification methods, escalate the ticket. Please escalate ticket under CTI Email>Login>Password

  • Choose the alternative verification method, and continue with the two-step verification process.
  • After they’re back in their account, they can update their verification methods (if necessary).
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