Support / SUP-977
Marlow: administrator locked out of MFA, phone stolen
Description
My phone was stolen from the car at Corby last night, with the authenticator on it. I can't get into the portal. Tom Ashby is on holiday until 6 July and Laura Bennett is off sick, so there's no other administrator to reset me.
Kerry Doyle
Comments (5)
Ines Costa · 24 Jun 2026, 09:20 UTCInternal note
Called Kerry back on the number in the portal: it is Kerry. Ben, can you reach Tom Ashby on holiday? Mira to sign off the reset.
Ben Carter · 25 Jun 2026, 08:30 UTCInternal note
Tom confirmed by phone: Kerry is their administrator and the phone was stolen.
Mira Holm · 25 Jun 2026, 11:20 UTCInternal note
Approved: call-back done, sponsor confirmed.
Ines Costa · 25 Jun 2026, 11:45 UTC
Hi Kerry, reset at 13:40. Set up the authenticator on your new phone at the next sign-in, and keep the new recovery codes somewhere safe. Closing.
Hi Kerry, sorry about the phone. We can reset it, but first we have to be sure it's you: I'll ring you on the number we hold for you, and we'll confirm with Tom.