You can reset or move your Multi-Factor Authentication (MFA) to a new device entirely by yourself from within Elemental no need to contact support.
📌Note: Use these steps if you are switching devices, losing access to your authenticator app (e.g. changing company phones), or want to move your 2FA from an old email address to a new one.
How to reset your MFA
Follow these steps to switch off your current 2FA and set up a new one:
Log into Elemental using your existing credentials.
Click the Profile icon in the bottom left corner of the screen.
Select My Profile.
Click Two Factor Setup.
Click Switch OFF two factor authentication.
A QR code will appear on screen. Scan this with your new authenticator app (e.g. Google Authenticator or Microsoft Authenticator).
Follow the prompts to complete the setup on your new device. Your 2FA is now linked to the new device.
📌 Note: Switching 2FA off is temporary, the QR code appears immediately so you can re-enable it on your new device straight away. Do not close the page before scanning the QR code.
If you are locked out and cannot log in
If you no longer have access to your authenticator app and cannot log in to complete the steps above, you will need support to reset your MFA manually. Please raise a query via the Access Digital Assistant with the following details:
Your full name and email address
The reason you cannot access your authenticator (e.g. lost device, changed company phone)
Confirmation of the email address linked to your Elemental account
Need help?
If you run into any issues during this process, raise your query through the Access Digital Assistant. Reference this article title so we can assist you more quickly.