Recover a lost MFA code for an Administrator
If you don't have access to the device you used to activate multi-factor authentication (MFA) on your account, you have two options to recover access.
If you have a recovery code
Go to your IT Glue domain, enter your credentials, and then enter the recovery code in the MFA Code field.
This code expires after the first use. You’ll need to get a new recovery code and store it in a secure place for future use.
If you don't have a recovery code
If there are any other users with an Administrator role in IT Glue, they can reset your MFA (from the Edit User screen, click Reset MFA). You will be prompted to set it up again when you next log in.
If you are the only user with an Administrator role, submit a Kaseya Helpdesk request indicating that you require an MFA reset and are the only IT Glue administrator on your account (or that all other administrators are unavailable). Provide the following details in your request:
- Billing name
- Billing email
- Last four digits of the credit card on file
- Expiry date on the credit card
- Email address of the account that needs MFA reset
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