How can I access my account if multi-factor authentication (MFA) is blocked?
You may lose access to your account due to MFA being blocked in the following situations:
- You lost or changed your mobile phone.
- You can’t access your authentication app.
- You lost your backup codes.
If you have your backup codes
Use one of your backup codes to log in. Once logged in, go to My account by clicking the icon in the bottom left corner, then disable MFA.
If you don’t have your backup codes
If you can’t access your backup codes, contact our support team by submitting a ticket. We’ll ask you to verify your identity before manually disabling MFA.
Reactivating multi-factor authentication
Once you regain access and MFA is disabled, you can reactivate it by following the steps in this article: How do I secure my account with multi-factor authentication (MFA)?
When reactivating MFA, store your backup codes in a safe place—not on your phone.