If user is unable to log into a Citrix/Cloud site, this article provides steps for using either the Recovery Email Address or Backup Codes to reset MFA.

Requirements : Customers should have access to either Recovery Email Address and Backup Codes

Note: Not all Authenticator Apps are the same, so the options/steps may differ depending on your app of choice. 

Instructions

You can recover access to your account using one of the following methods: 

• Use a one-time code that Citrix sends to your Recovery Email Address.  
• Use one of the Backup Codes Citrix generated when you enrolled your device.   

> Navigate to  https://accounts.citrix.com/core/profile for Citrix.com and https://accounts.cloud.com/core/profile for Cloud.com.
> When prompted for the code from your authenticator app, Select Use a Recovery Method

To use the Recovery email

1. Select Use recovery email  



2. A 6-digit recovery code will be sent to the customer's recovery email (Secondary email) they set at the time of enrolling. 
3. If customer can check his recovery email and confirms that he has received the code, Enter the 6-digit code in the prompt as shown below (You can select “Re-send email” to have Citrix resend the code)



4. You will be routed to My Profile page and continue with Step 6 below

To use the Backup Codes
1. Select Use a backup code 



2. Locate one of the 8-digit backup codes that were sent to you during original setup. (Note – this may be saved as backup-codes.txt) 
3. Enter the 8-digit code in the prompt as shown below and verify and continue.

4. You will be routed to My Profile page.
5. Under Multifactor Authentication, select Authenticator App
6. Click Add new device 

7. Select Yes, change my device on the pop-up window.
8. You are then challenged to verify MFA again before making changes to your account. Enter a verification code from you Authenticator app or an unused backup code Or

• If you used the self-service recovery email option to initially login, once again choose the Use Recovery Email option to receive a second code to pass the challenge and change your authenticator app.

9. Scan the QR code or enter the Key into your Authenticator app. A new entry will show up for Citrix and will start generating 6-digit Time-Based One-Time Password (TOTP) codes.
10. Verify proper configuration, enter the 6-digit code from the app and click Verify.          

Note: If you still have access to your old Authenticator app entry, delete the old entry for Citrix Cloud as it will no longer be valid.