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Support / SUP-945

Marlow: administrator locked out after changing phone

Project
Support
Type
Support request
Status
Done Done
Priority
High
Organization
Marlow Cold Chain
Reporter
Tom Ashby <tom.ashby@marlow.example>
Assignee
Ines Costa <ines.costa@acme-hq.example>
Labels
marlow-cold-chainmfa
Components
identity-service
Created
12 Jun 2026, 05:50 UTC
Updated
12 Jun 2026, 07:15 UTC
Resolved
12 Jun 2026, 07:15 UTC

Description

Got a new phone last night. The authenticator app didn't move over and now I can't get into the portal. Day one of MFA, of course.

Linked issues

Comments (4)

Ines Costa · 12 Jun 2026, 06:05 UTC

Hi Tom, we can reset your second factor, but only after another administrator at Marlow confirms it's you. I'll phone Laura Bennett now.

Ines Costa · 12 Jun 2026, 06:35 UTC

Laura confirmed by phone. Your second factor is reset: at your next sign-in you'll set up the authenticator app on the new phone.

Tom Ashby · 12 Jun 2026, 07:05 UTC

In. Thanks for the quick help.

Ines Costa · 12 Jun 2026, 07:15 UTC

Closing.