Lost Your MFA Device?

Lost Your MFA Device?

If you can no longer access your Multi-Factor Authentication (MFA) device, use the following methods to regain access to your account.

Option 1: Use Your Backup Codes

When you first enabled MFA, you were provided with a set of one-time-use Recovery Backup Codes.

1. Enter a backup code in the MFA prompt during login.
2. Once logged in, go to Profile > Change Password to remove the old device and pair a new one.

Option 2: Reset via Administrator

If you do not have your backup codes, your organisation's Administrator must request a reset on your behalf.

1. Contact Your Admin: Reach out to an administrator within your organisation who has TNZ Dashboard access.

2. Admin Submits Request: The Admin must log in to the TNZ Dashboard and navigate to Help > Contact Us to submit an MFA reset ticket. Note: Requests must be made through the Dashboard to verify administrative authority.

3. Re-enrollment: Once TNZ Support confirms the reset, you can log in with your password and will be prompted to set up MFA from scratch.

Sole Administrator Access

- Are you the only Administrator and locked out?

If there are no other admins available to submit a ticket, please contact TNZ Support directly. We will guide you through a manual identity verification process to recover your account.