Applies to: Sophos Home Premium accounts with Multi-Factor authentication enabled
This article provides the recovery options available to Multi-Factor authenticated Sophos Home accounts, that cannot access their account due to having lost access to their Authenticator.
Recovering using Direct Access / SSO
Customers may access their Sophos Home Dashboard via the My Activity / Manage Devices buttons from the Sophos Home program to log in without 2FA.
1 - Access the dashboard using the Sophos Home program installed on your computer/Mac:
Windows: Double click on the Sophos Home shield to bring up Sophos Home and click on My Activity
Mac: Click on the Sophos Home shield, click on ... , click on Manage Devices
If needed, enter your Sophos Home account email address and password.
(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 at the top right of the screen and choose My Account :
2- Enter your Sophos Home account password and click Unlock :
3- Go to Security ,at the bottom, and click Settings :
4 -Click on the Multi-Factor authentication slider to disable Multi-Factor Authentication and regain access to your account.
Recovering using Email or Mobile number
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: