Answer a two-factor lockout request

Two-factor lockouts are urgent and sensitive. A careful reply restores access without opening a door for someone else.

Last reviewed October 14, 2026

Acknowledge the urgency

Say you will help get them back in.

Ask for proof that fits your risk level, never just an email.

Offer backup codes, a recovery email or a manual reset.

Say how long verification takes and what you will need.

Reset only after verification, and log the change.

Tell them to store new codes somewhere safe.

Use details only the account owner would know, and follow your security policy.

Decline kindly and explain the other recovery routes.

No. It can explain the process. Resets need a person and a log.

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