What should a learner do if they lose access to their authenticator app?
If a learner changes phones, removes the MFA account from their authenticator app, or otherwise can’t access their authentication app, their Multi-Factor Authentication (MFA) will simply need to be reset.
In this situation, the learner may be unable to generate the verification code, which means they won’t be able to complete the login step that asks for the MFA code.
To resolve this:
The learner should contact the training provider.
The training provider can then contact Wisenet to request an MFA reset by logging a support ticket.
Once MFA has been reset, the learner will be able to set up their authenticator app again the next time they log in.