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Loss of a second factor

The following procedure may be used when a user needs to access a protected application, but doesn't have his second authentication factor available:

  • The user may enter its login/password on

  • Instead of activating the usual second factor, he/she selects « Use an alternative method ».

  • The user may then ask a rescue code:

    • He has to click on « Ask for a rescue code ».
    • All administrators receive an email alerting that a rescue code is requested by a user.
    • One of the admins has to click on « Rescue code » in the « Alerts » tab of the Trustelem admin dashboard.
    • This code can be transmitted to the user, after having properly checked the user's identity.
    • The user has 24h to use this one-time rescue code.