If you are not receiving your authentication code, you got a new phone, or need your MFA reset, an administrator for your organization that has access to managing Agents in Alloy must reset your MFA configuration.
Resetting MFA clears the existing MFA configuration so you can enroll again at the next login.
Alloy Support cannot independently reset MFA or unlock user accounts because of security requirements.
When to reset MFA
Request an MFA reset if you:
Got a new or replacement phone.
Lost access to your authenticator app.
Deleted the Alloy entry from your authenticator app.
Are not receiving SMS authentication codes.
Receive an “invalid” or “verification failed” code error.
Are using the correct credentials but cannot complete MFA.
Reset MFA
Ask an organization administrator with the appropriate permissions to complete these steps:
Sign in to the Alloy dashboard.
Navigate to Settings > Agents.
Locate the affected agent.
Select the three-dot menu (⋮) beside the agent.
Select Reset MFA.
After the reset, sign in again with your email address and password. You should be prompted to set up MFA again.
If the code is still not working
After MFA has been reset and re-enrolled:
Confirm that the authenticator app does not contain an old Alloy entry.
Try signing in from a different browser.
If using SMS, verify that the agent profile contains the correct US phone number.
If the issue continues, contact Alloy Support and include the affected username, organization, authentication method, and any error message. Do not share passwords, MFA codes, QR codes, or manual setup keys.
Browser-specific issues can sometimes be resolved by signing in from a different browser after re-enrollment.