Account recovery
First confirm that the password is accepted and the problem is the second factor. Then use the appropriate recovery route without disclosing passwords or live codes.
Try a backup codeDesigned for recovery.
Retry carefullyUse a current code once.
Support can verify youIdentity checks protect access.
Check the method
For email, check spam and wait for delivery before requesting repeatedly. For TOTP, enable automatic device time. Spaces around a pasted email code are ignored.
Recovery code
Enter a saved backup code exactly as recorded. Treat it like a password and replace the 2FA setup after access is restored if the original device or mailbox is no longer secure.
If recovery fails
Use the Helpdesk and provide account-identifying information through the secure process. UKC will not ask for your password, email password, authenticator secret or a current one-time code.
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