What to do if you cannot access your authenticator app

A user can use the email backup that was set up during enrolment if they cannot access their authenticator app:

1. On the verification screen, select “Can’t access your authenticator app?”
2. A 6-digit code is emailed to your registered address.
3. Enter the code and select Verify.

Email codes expire after 5 minutes and can only be used once. You can request up to three replacement codes per sign-in, with at least 30 seconds between requests.

This is a temporary measure, not a replacement. The authenticator app should still be the primary method of receiving codes. If the device with the authenticator app on is lost, an account administrator can reset the user's MFA.