Reset MFA / OTP

Overview

You may need to reset your MFA if you:

• Replaced or lost your mobile device.
• Deleted or reinstalled your authenticator application.
• Can no longer access your current MFA method.
• Your six-digit authentication codes are no longer accepted.
• Need to set up MFA again.

If you can no longer use your current MFA method, request an MFA/OTP reset through the P1 Help Desk .

DANGER

Security reminder: Never provide your password, MFA/OTP codes, MFA QR codes, recovery codes, or other authentication secrets in a support request.

Request an MFA reset

1. Contact the Help Desk and request an MFA/OTP reset .
2. The Help Desk will initiate the appropriate reset for your account.
3. Check the email address associated with your P1 account for the MFA setup or verification message.
4. Open the link in the email and follow the instructions provided.
5. When the QR code appears, open your authenticator application.
6. Scan the QR code displayed during your current setup.
7. Your authenticator application will generate a six-digit code.
8. Enter all six digits with no spaces.
9. Complete the setup and sign in again.

The six-digit code changes approximately every 30 seconds. Always enter the code currently displayed in your authenticator application.

WARNING

Important: Always scan the QR code displayed during your current setup. Do not reuse a previously saved QR code or an old P1 authenticator entry.

Didn't receive the email?

If you do not receive the MFA setup or verification email:

1. Confirm that you are checking the email address associated with your P1 account.
2. Check your spam or junk folder.
3. Allow a few minutes for the message to arrive.
4. If the message still does not arrive, contact the Help Desk.

If you no longer have access to the email address associated with your P1 account, tell the Help Desk when requesting assistance.

Need more help?

If you cannot complete the MFA reset after following these steps, contact the Help Desk.

When contacting the Help Desk, use the email address associated with your P1 account whenever possible and include:

• A short description of the problem.
• The exact error message you receive.
• A screenshot of the error, if available.