If you have changed your phone and the Microsoft Authenticator is no longer working, you can restore access using the recovery codes that were displayed when setting up Multi-Factor Authentication (MFA). These serve as a one-time emergency solution if you no longer have access to the Authenticator.
Here’s what to do if you still have your recovery codes:
- Go to https://ats.ostendis.com/account/security
- Log in with your username and password.
- When the MFA prompt appears, select “I don’t have access to my mobile phone” or “Use recovery code”.
- Enter one of your saved recovery codes.
- After successful login, you can reconfigure the Microsoft Authenticator on your new device under Account > MFA.
What to do if you no longer have your recovery codes:
The recovery codes were shown to you only once when setting up MFA and, for security reasons, cannot be retrieved again. If you no longer have these codes, that’s unfortunate, but not a problem.
In this case, please contact a colleague at your company who also has a Pro Edition account. From the email address we have on file for that person at Ostendis, send a message to [email protected] with a brief description of the situation.
In this email, your colleague confirms in writing that your request is valid. Once everything has been checked, we will reset your MFA, re-enable your access, and inform you accordingly.
If any further clarification is needed, our support team will contact you directly.
