If you no longer have access to the authentication app you originally set up, or don't have access to your physical authentication key, you will need to recover your account by following the instructions below.

For general help and support with setting up MFA and logging in to services using OTPs, see Multi-factor authentication (MFA) help.


  1. Go to MFA management.

  2. Enter your username if prompted.

  3. On the next screen, you will be prompted to enter a One-Time Password.
    Weblogin screen showing one-time password prompt

  4. Select the Use OTP recovery link at the bottom right. 

  5. Select either Request OTP via Email or Request OTP via Text (depending on which recovery method you originally set up - if you are unsure, try both).
    Weblogin screen showing recovery options

  6. Enter your mobile number or your personal (non-Lancaster) email address, as appropriate.

  7. Check your text messages or personal email inbox.

     I received a text message or email containing a six-digit code
    1. Copy the six-digit code in to the One-Time Password box in WebLogin.

    2. Click Next.

    3. Enter your password if prompted.

    4. In the Your One-Time Password authenticators and recovery methods section, review your list of authenticators and select Remove Authenticator next to any that you no longer have access to (e.g. old phones).

    5. Add a new authenticator. For help with the process of setting up MFA again, see: Multi-factor authentication (MFA) help.




     I didn't receive a text message or email
    1. Use the form to report the loss of your authenticator where recovery has not been possible.

    2. After you have reported the loss, ISS staff will contact you to confirm the next steps in your account recovery.