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titleWhat should I do if I plan to upgrade my mobile device or if I lose the smart phone I use for MFA authentication?

If you plan to replace your mobile device, it is STRONGLY recommended that you follow the MFA instructions before you wipe or otherwise dispose of your old phone. You will need your old phone to authenticate your new phone.

If you've lost or had your mobile device stolen, you can sign in using the secondary authentication method you selected when you registered your device for MFA. If this option has not been configured, you can contact the RRU Help Desk to clear your settings. After your settings are cleared, you'll be prompted to register for two-factor authentication the next time you sign in. 

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titleWhat if I get challenged for a second authentication factor and my second factor is not with me? (e.g. forgot smartphone / hardware token at home)

We recommend you have a backup device associated with your account to help prevent this issue. If you have lost the only MFA device associated with your account, contact the RRU Help Desk for assistance. The IT Support Centre can only assist you during business hours. Therefore, if you haven't set up a backup method you will have to wait until the RRU Help Desk is open. 

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