Introduction

Have you lost your phone or device with Multi-Factor Authentication (MFA) enabled? Do not worry! This guide provides information on how to regain access to your account if your MFA phone/device has been lost or stolen. Losing your phone can be stressful, but with these steps, you will be back in control of your account in no time.

Who is this article for?

This article is useful for all University of Warwick staff and students.

Need more help?

If you have followed these steps and you need further support, please contact us:

Visit IDG’s Service Portal

Phone +44 (0) 2476 573737 or ext. 73737 (internally)

The ServiceDesk is available 24 hours a day, 7 days a week

Last revised: 16/04/24

What to do if you have lost your Multi-Factor Authentication (MFA) enabled device

We understand losing your phone can be stressful, especially if it is linked to your Microsoft account with Multi-Factor Authentication (MFA) enabled. Here is how to regain access.

If you have an alternative MFA method

• If you have another MFA method set up, like a backup phone number or email address, use that to sign in to your account from another device.

• We recommend setting up multiple MFA methods to avoid getting locked out.

• After you have logged in by another method, visit your account security information page: https://mysignins.microsoft.com/security-info and delete your saved phone or change the phone number you use as a back-up method.

If you do not have an alternative MFA method

Phone the IDG ServiceDesk for help

You can call the Service Desk on 024 765 73737 and inform them you have lost your phone with MFA enabled. They can help clear your MFA settings and provide alternative access options.

Important Reminders:

• IDG will never ask for your MFA code over the phone or email.
• Having MFA enabled increases your account security, so act promptly to re-secure your account.