If you have lost access to your authentication device, submit a 2FA reset request and wait for its outcome. After approval, follow the sign-in setup options shown for your account.
Before you start
You need your usual account email and password, and access to the registered email inbox for the outcome notification.
Keep passwords, authentication codes, setup keys and QR codes private. Enter them only in the sign-in or authenticator setup flow.
1. Start from the sign-in screen
Enter your usual email address and password and select Log in. When the verification-code stage appears, choose Reset my 2FA if you cannot use the current authentication method. If you have forgotten the password instead, use Forgot password? from the normal sign-in form.
2. Submit the reset request
The reset form asks you to confirm your credentials and explain why the reset is needed. Enter a brief reason, such as replacing a lost phone, then select Request 2FA reset. Wait for the submission message. A submitted request still needs approval; it does not immediately remove the existing authentication requirement.
Log in using your usual email address and password.
Click ‘Reset my 2FA’
Submit the reset request and wait for the approval decision. A request does not immediately remove 2FA.
3. Wait for the decision
Finley’s confirmation says an email will advise whether the request is approved or denied. Follow that outcome before trying to set up a replacement method. Keep the request details available if support needs to follow up. Do not submit repeated requests simply because approval has not yet arrived.
4. Sign in again after approval
Return to Finley and log in. If prompted to register 2FA, choose from the providers actually offered for your account, then select Confirm 2FA. Available providers are supplied by the sign-in service, so the choices may differ between accounts. If no provider is listed, return to sign-in and report the displayed issue if it continues.
After your reset is approved, log back into Finley.
If prompted, choose a provider offered for your account and select Confirm 2FA.
5. Complete the method shown
If Email is offered and selected, use the verification code sent to your registered inbox and select Verify code. If Microsoft Authenticator is offered and selected, follow the setup screen to scan the QR code or use Manual setup. Enter the six-digit Verification code and choose Verify and finish sign in. Do not reuse an old setup entry after a reset or share the setup details in a support screenshot.
6. Check security and request help if needed
Once signed in, open Me > Security to review the displayed provider status. Use only the security controls shown for your account. If Start Microsoft Authenticator setup appears and setup is required, follow that flow. For a support issue while signed in, use Me > Support Ticket > New ticket. Enter Subject, Ticket type and Description, add only necessary redacted attachments, then choose Create ticket. Include the stage that failed and the exact error message.
Check before you finish
Check that the reset request was submitted and distinguish the submission message from the approval email.
Complete a successful sign-in with the newly configured method.
Keep authentication secrets out of tickets, chat messages and screenshots.
If something does not work
If you cannot access the registered email inbox, raise the access problem through your established support contact; this reset flow does not provide an inbox-change step.
If verification fails, follow the displayed error and use a current code for the method you just configured.
If you are locked out, the signed-in Support Ticket page is not a recovery route. Use your established support channel.