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 calling 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 and gets them back online faster.
What’s Changing?
A new option on the MFA Device Management Portal will provide users with a secure and convenient alternative to restore access to their MFA credentials. If you’ve lost or replaced your phone, you will now have a faster, self-service option to restore your MFA access by confirming your account using SMS codes.
This change is part of our ongoing efforts to:
- Give you more ways to manage your account when it’s convenient for you.
- Modernize UBC’s digital services so they’re faster and easier to use.
- Reduce wait times when you’re locked out.
IT Service Centre Support Remains Available
This change is designed to increase options for restoring access, not replace our current IT Service Centre support. For those that prefer speaking to a live agent, the IT Service Centre will continue to assist those who need support for MFA. UBC IT is not taking away any services; we’re simply adding more ways to help everyone faster.
When is the Change Happening?
The MFA self-service recovery option will be launching on August 27, 2025.
Until this feature is live in the MFA Device Management Portal, users can continue to restore MFA access through the IT Service Centre by calling 604-822-2008.
For more information about this change, visit https://www.it.ubc.ca/mfa-recovery
