If you replace or lose the phone, security key or other device registered for multi-factor authentication, you may no longer be able to confirm your sign-in.

If you still have another registered method or recovery option

Use “Try another method” when prompted and choose an available method.

If you cannot use any registered method

Contact your normal LabConnect support team. They will confirm the appropriate details and arrange for an authorised Identity Platform administrator to reset your registered MFA devices.

What happens after the reset?

The next time you sign in, you will be prompted to register a new MFA method.

Planning to change phones?

If possible, make sure you understand your authentication setup before disposing of or wiping your old device. If your organisation manages your phone, follow its device-replacement process as well.