Unable to Login to Sumo Logic Due to Lost or Changed Mobile Device

Problem:

My mobile handset got changed or my authenticator app was removed and I am no longer able to sign into Sumo Logic without the MFA token. 

Resolution: 

Option A.) Use a backup code to sign in to your account

If you lose your mobile device or otherwise can't generate a code for the configured TOTP integration, you can use your backup codes to sign in. Each of the five codes can be used for one sign-in.

You can find your codes in one of two ways:

• You were prompted to save the codes to a safe place when first configuring 2-Step Verification for your account, so you should have them on file.
• If you haven't already lost access to your account, you can find your backup codes by going to your Preferences page. Save them to a secure location.

Also once you are able to login into the Sumo Logic Account you can use Change your device to set the 2-SV verification from within your account.

To change your device for 2-Step Verification

1. Click your name in the left nav, then click Preferences (in the classic UI, click your name on the top menu bar, then click Preferences).
2. Click Change Device under My Security Settings.
3. Open your TOTP app on the new device and scan the QR code that you see on the screen. If you are unable to scan the code, you can enter the code displayed below the QR code manually.
4. Enter two consecutive codes generated by the TOTP app. These codes are required for clock synchronization.
5. Enter your Sumo Logic password.
6. This step provides an additional layer of security, to prevent someone from changing the device if you step away from your browser while you're signed in to Sumo Logic.
7. Click Continue.
8. Click Save.

Option B.) Contact your Sumo Logic administrator to reset MFA on your user account. 

If you lost the backup codes provided at the time you configured MFA you will need to contact your local Sumo Logic Administrator to help you disable and re-enable 2-Step Verification for your account.

Disable 2-Step Verification for a user. An administrator can disable 2-Step Verification for a user in case they’ve lost access to their 2-Step Verification token. This action resets the user account to pre-2-Step Verification state. If the 2-Step Verification policy is required, the user will be forced to configure 2-Step Verification when next signing in. 

1. Go to Administration > Users and Roles > Users.
2. Click the More Actions icon for the user and select Disable 2-Step Verification.
3. If 2-Step Verification is required within the organization the user will be prompted to reconfigure 2-Step Verification upon their next login.