Q. How can I get to OneLogin if I lost my phone?

I don't have access to the device that I connected to OneLogin, so I can't confirm or get the SMS text.  What can I do?  Please help!


If you no longer have access to the mobile device that you connected to your OneLogin and you didn't set up an alternate factor to use, you will first need to contact the Carthage Information Desk (create a ticket) by emailing help@carthage.edu.  Please do so from your Carthage email and include your ID number.  One of the OneLogin administrators will need to send you a temporary code.

Once you receive the code, log in to OneLogin using your Carthage email address and this code. You will get a screen that says "Onelogin Temporary Code".  HOWEVER, you should click a link below that box that says "Change Authentication Factor." 

The next screen will say "Select Authentication Factor."  Choose "Onelogin Temporary Code." Enter the code that was provided to you.


Next, finish your multi-factor setup by clicking on your name in the upper, right-hand corner, then choose "Profile." Click on "Security Factors" to finish setting up your option. (Normally this setup is done during the initial log-in and setup, but sometimes that doesn't work perfectly for users. This is a good workaround.) Click "Add Factor." 

Choose whichever authentication factor they want to use. It can be the same type you are currently using or a different type. If you choose OneLogin Protect (HIGHLY recommended,) you will be prompted with another QR code that requires a mobile device.

Follow the instructions on the screen to complete the method that you chose.  We also recommend that you set up at least TWO options.  You can add OneLogin Protect an additional option by following these instructions.

  • Last Updated Jul 05, 2021
  • Views 48
  • Answered By Carol Sabbar

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