Overview

Whether you’ve forgotten your password, replaced your phone, or are seeing a failed MFA prompt, getting locked out of your account can be frustrating. This article outlines how our password and multi-factor authentication (MFA) reset process works and what to expect depending on your situation.

Common Scenarios Requiring a Reset

• Forgotten Password: You can’t remember your login and are locked out of email, apps, or the VPN.
• MFA Device Lost or Replaced: You’ve changed phones or uninstalled your authentication app.
• Password Expired: You didn’t update your password before the required change period.
• Multiple Failed Logins: Your account is temporarily locked due to too many incorrect attempts.

How Password Resets Work

• If SSO (Single Sign-On) is enabled, you must reset your password through your main identity provider (e.g. Microsoft 365 or Google Workspace).
• For non-SSO systems (e.g. internal apps, VPN), separate reset requests may be required.
• Passwords must meet our security policy: typically at least 12 characters, including symbols and a mix of upper/lowercase letters.

Reset links expire after a set time window (usually 30–60 minutes), so be sure to complete the process promptly.

How MFA Resets Are Handled

If you've lost access to your MFA device or app:

• IT will verify your identity through an alternate method (e.g. backup email, ID check, or verbal confirmation).
• Once verified, they’ll remove the old MFA key and prompt you to re-register a new device.
• Recovery typically takes 15–60 minutes depending on workload and method of verification.

You are strongly encouraged to set up backup MFA options (e.g. a secondary device, backup codes, or SMS) to prevent lockouts.

Tips to Avoid Lockouts

• Set a calendar reminder to change your password before it expires.
• Store recovery codes securely (but not in your inbox).
• If using an authenticator app, enable cloud backup where available (e.g. Microsoft or Google Authenticator).
• Register a secondary device if your MFA system allows it (e.g. mobile + tablet).

Need Help?

If you're currently locked out or can’t complete a reset:

• Submit a ticket to IT Support under “Account Access / Password Reset”
• Or email support@yourcompany.com from a personal account, including your full name and department

For urgent access issues outside business hours, follow your team’s escalation protocol.