New Self-Service Option to Recover MFA Access
On August 27, 2025, UBC IT will introduce a recovery option for MFA access through the existing MFA Device Management Portal. This will enable users to securely restore their MFA access if they’ve lost or replaced their phone, without contacting the IT Service Centre.
This change is in direct response to feedback from students, faculty, and staff who asked for quicker, more modern ways to resolve urgent access issues. While IT Service Centre support will remain available, the self-service option gives users more flexibility and control to get back online faster.
What’s changing?
When users need to restore access to their MFA credentials (for instance, if they’ve lost or replaced their phone), they will now be able to do so without contacting the IT Service Centre for support with using the new MFA Device Management Portal. The MFA Device Management Portal provides a secure and convenient alternative to restore access, and is a part of UBC IT’s ongoing efforts to:
- Allow users to manage their own account access when it’s convenient.
- Modernize UBC’s digital services so they’re faster and easier to use.
- Improve time to resolution
Below is a preview of what the MFA self-service recovery option will look like in the MFA Device Management Portal (the “Recover my MFA profile” button will take users to the new self-service recovery option for MFA access):
IT Service Centre Support Remains Available
This change is designed to increase options for restoring access, not replace live support. For those that prefer speaking to a live agent over a self-serve option, the IT Service Centre will continue to support MFA access recovery via their phone line.
Until the MFA self-service recovery option is live, users can continue to restore access through the IT Service Centre by calling 604-822-2008.