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Support / SUP-1100

Marlow: administrator locked out of MFA after phone change

Project
Support
Type
Support request
Status
Done Done
Priority
High
Organization
Marlow Cold Chain
Reporter
Kerry Doyle <kerry.doyle@marlow.example>
Assignee
Yusuf Demir <yusuf.demir@acme-hq.example>
Labels
marlow-cold-chainmfa
Components
identity-service
Created
13 Aug 2026, 13:10 UTC
Updated
13 Aug 2026, 14:30 UTC
Resolved
13 Aug 2026, 14:30 UTC

Description

Hi, my admin account (kerry.doyle@) can't get into the portal. My phone was replaced and the authenticator app didn't move over. Can you reset MFA? Tom Ashby can confirm it's me.

Kerry Doyle, IT administrator

Comments (4)

Yusuf Demir · 13 Aug 2026, 13:35 UTC

Hi Kerry, we can reset it as soon as another administrator at Marlow confirms the request. I've emailed Tom Ashby for that. After the reset you'll set up the authenticator again at your next sign-in.

Tom Ashby · 13 Aug 2026, 14:02 UTC

Confirmed, Kerry is our IT admin and asked me this morning.

Yusuf Demir · 13 Aug 2026, 14:15 UTC

Thanks Tom. Kerry, MFA is reset. Sign in with your password and you'll be asked to scan a new QR code. Worth setting it up on two devices this time, or keeping the recovery codes somewhere safe.

Kerry Doyle · 13 Aug 2026, 14:30 UTC

In. Thanks!