Recovering MFA where the phone has changed

This page explains what to do to recover MFA if the phone it was configured for has changed.

If the phone that was used to configure MFA is no longer available you will need to contact your administrator.

Your primary site administrator can reset your MFA. They will confirm your identity using a documented proof-of-ID process before performing the reset. Datalink does not perform MFA recovery for end users directly — your site administrator is the support path.

Administrators can change the mobile number by Editing the user account and changing the mobile for the Contact. Note that this does not change the MFA preference. If the user has set this to OTP, they may still be locked out, in this case the site administrator can contact the Service Desk (you will be required to provide identification for yourself and the user).