Frequently Asked Questions

Resetting your MFA device

How can I reset my MFA?

If you have lost or broken your phone then you need to setup your multi-factor authentication (MFA) on your new phone again.

We cannot do this for you as the secret that is used to generate the codes is only stored on your device. POP does not have access to it and this is part of the reason that using MFA makes your account more secure.

The MFA secret is also not saved by Google’s cloud services but if you use iCloud you may be able to restore the authentication app depending on your backup settings.

Steps

  1. Login via email
  2. Go to Account Settings top of the navigation bar
  3. Disable MFA - this clears the existing MFA secret
  4. Re-enable MFA and rescan the new QR code