Account Recovery Help
Having trouble accessing your account? Here's what you can do.
Using Backup or Recovery Codes
If you're unable to access your authenticator app or receive SMS codes, you can use a backup code to sign in:
- When prompted for your MFA code during login, look for the "Use a backup code" or "Can't access your authenticator?" link.
- Click the link to reveal the backup code entry field.
- Enter one of the backup codes you saved when you set up multi-factor authentication.
- Each backup code can only be used once. After using it, that code will be marked as consumed.
Tip: Store your backup codes in a secure location, such as a password manager or a safe place offline.
Lost All Your Backup Codes?
If you've lost access to your authenticator app, can't receive SMS codes, and don't have any unused backup codes, you'll need assistance from your administrator:
- Cannot log in? You must contact your administrator to reset your MFA settings. See the section below for contact information.
- Already logged in? Navigate to your account settings to regenerate new backup codes or reconfigure your MFA method.
Important: For security reasons, only administrators can reset MFA settings for locked-out users. This protects your account from unauthorized access.
Contact Your Administrator
If you need your MFA settings reset, please contact your system administrator with the following information:
- Your full name and email address associated with your account
- A brief description of your issue (e.g., "Lost access to authenticator app and all backup codes")
- Any additional information your organization requires for identity verification
Contact Support:
business.services@sos.nm.gov
business.services@sos.nm.gov
Need to reset your password instead? Reset password