Troubleshooting Multi-Factor Authentication

If you lose or break a device that has your multi-factor authentication (MFA) secret configured, there are three ways to regain access to your Barracuda Cloud Control (BCC) account.

Option 1: Log In with a Backup Device

If you have a secondary MFA device configured, you can sign in with it and remove the lost device.

1. In BCC, click your username in the top right corner, then select My Profile.

2. In the Multi-Factor Authentication section, click Delete in the Options column for the lost device.

3. In the Delete MFA Device dialog, enter the verification code from your backup device, then click Delete.

Option 2: Use a One-Time Password

If you generated one-time use passwords when you set up MFA, you can use one to sign in and configure a new device.

1. In BCC, click your username in the top right corner, then select My Profile.

2. In the Multi-Factor Authentication section, click Add New Device.

3. Scan the QR code or enter the secret code into the authentication app on your new device, then click Save.

4. Click Delete in the Options column for the lost device. Enter the verification code from your new device, then click Delete to confirm.

Option 3: Contact Your Account Administrator

If you do not have a backup device or one-time passwords, contact your account administrator. The administrator can reset MFA for your account from the Settings > Admin > Users page in BCC. See Multi-Factor Authentication for AdministratorsPreview for instructions.

Contact Support

If none of the above options are available, contact Barracuda Networks Technical Support to verify your credentials and restore access.