Recover access after MFA device loss

Overview

If you lose, replace, or wipe the device that holds your MFA method, you can still get back into MyApprentice. Account recovery is handled through the same Forgot password function on the login screen — there is no separate MFA-device-loss flow. After resetting your password you will be asked to set MFA up again on the next login, so the original device is not needed.

Who This Workflow Is For

This workflow applies to every MyApprentice user who has lost or replaced an MFA device — Business Owner, Sole Trader, Admin, Supervisor, Finance, Tradie, and Apprentice all use the same Forgot password flow.

Before You Start

Make sure you can receive email at the address registered against your MyApprentice account — the password reset link is sent there. Have a new device ready — an iPhone with the MyApprentice app (for the iOS app code method), a phone, laptop, authenticator app, or passkey-capable device — so that you can set up a new MFA method straight after the reset.

Step-by-Step Process

1. Go to the MyApprentice login screen and try to sign in with your email and password. When MyApprentice asks for the MFA code or approval, do not try to complete the second factor — you cannot, because the device is gone.
2. Select Forgot password on the login screen.
3. Enter your registered email address and submit. MyApprentice sends a password reset email to that address.
4. Open the email and follow the link or instructions to set a new password. Choose a strong password you can remember.
5. Return to the login screen and sign in with your new password.
6. When prompted, set up a new MFA method:
   • To use the iOS app code (Recommended), open your iPhone camera and scan the QR code shown on screen. Install the MyApprentice app from the App Store, open it, sign in with your new password, and enter the 4-digit code the app displays into the field on the right.
   • To use a passkey, follow the device prompt to create one using fingerprint, face ID, or device PIN.
   • To use an authenticator app, scan the on-screen QR code with the app on your new device and enter the 6-digit code to confirm.
   • To use phone approval, follow the prompts to link the new mobile device.
7. Once the new method is registered, you are signed in and your account is secured again.

What Happens Next

Your account access is restored and the new MFA method is the one MyApprentice will use from now on. The old, lost device is no longer associated with your account. Consider registering a second MFA method as a backup — even with a passkey, an authenticator app gives you a fallback if the passkey device is ever lost.

If you are the Business Owner, MFA-gated actions (inviting team members, uploading supplier invoices, connecting Xero, Manage Plan, Manage Billing) are available again now that MFA is set up.

Common Issues

• Did not receive the password reset email. Check your junk or spam folder, then confirm with another user that the email address on your MyApprentice account is correct. Resend the reset email from the login screen.
• The reset link has expired. Request a fresh Forgot password email and use the link promptly.
• You created your account with Google, Microsoft, or Apple sign-in. Account recovery is handled by that provider rather than MyApprentice. Reset your provider password with Google, Microsoft, or Apple, then sign back into MyApprentice through the Continue with button you originally used.
• MFA setup prompt does not appear after reset. Sign out and sign back in — the prompt appears on next login.

Related Guides

• Set up MFA
• Set up OAuth sign-in