This error usually occurs when the wrong MFA code is entered multiple times when signing in to your Sophos Home account. A warning will appear when you have only three attempts left before the account becomes locked. Please refer to the screenshot below:

We suggest refraining from entering additional MFA codes and checking your MFA app to ensure you are using the correct authenticator and that the code has not expired. If all available attempts are exhausted, you will see an 'Account Locked' error, as shown in the screenshot below:

At this point, your account is temporarily locked, and an email will be sent to your registered address notifying you of the event. Clicking Account recovery options will open Sophos Home chat support, and a link will direct you to this support article. Please note that due to security concerns, the Support team is unable to remove the lock.

Recovery MFA will disable the MFA protection on your account. We suggest the following processes depending on whether you caused the error:

• If you locked yourself out by entering the wrong MFA code: Go through the recovery process mentioned in this article -> log back in -> re-enable MFA(optional).
• If you did not lock yourself out but got the error when you tried to sign in: change your password first -> Go through the recovery process -> log back in -> re-enable MFA 

If the problem persists, you can also try another web browser if available, in case something with your current web browser may be causing the issue. 

Please refer to the two options in the sections below to recover MFA for your Sophos Home account

You can access your Sophos Home Dashboard via Dashboard / Manage Devices buttons from the Sophos Home program to log in without 2FA . This provides access to the dashboard without the need of an authenticator. 

Once the Dashboard has been accessed, follow these steps to disable MFA

1 - Access the dashboard using the Sophos Home program installed on your computer/Mac: 

• Windows: Double click on the Sophos Home shield >> Dashboard > Enter your Windows password
• Mac: Click on the Sophos Home shield >> ... >> Manage Devices

(For a step-by-step guide to SSO, please see Enabling direct access) 

2- Once at the Sophos Home Dashboard, click on your email address >> My Account :

2- Enter your Sophos Home account password and click Unlock :

3- Click on the Multi-Factor authentication slider to disable Multi-Factor Authentication and regain access to your account.

1 - Log in to your Sophos Home Dashboard 
2 - After entering your Sophos Home credentials, you'll be presented with the MFA /2FA challenge: 

 

3- Click on Need help getting a verification code?
4-Choose the recovery method to receive a code via email or mobile: 

5 – Enter the received code to access your account
6  – Your Sophos Home dashboard should load now 
7 - After accessing your Dashboard, you will be presented with a message indicating MFA has been disabled: