This article will assist with changing or updating Multi Factor Authentication (MFA) device on citrix.com and cloud.com sites.

Instructions

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Step by step, How to change your device for Multifactor Authentication for citrix.com and cloud.com:

1. Navigate to  https://accounts.citrix.com/core/profile for Citrix.com and https://accounts.cloud.com/core/profile for Cloud.com
2. Log in with username and password
3. When prompted to enter authentication code, Select Use a recovery method.
   • If customer has access to their recovery methods(Recovery email address/Backup code), obtain the 6-digit code that was sent by following the article How to reset Citrix MFA with recovery email address or backup codes 
   • If customer has lost access to their authenticator app, backup methods and recovery email, contact Customer Service via Live Chat to obtain a Recovery Code.
4. Enter the recovery code obtained and click Verify and Continue. 
5. You will be routed to My Profile page.
6. Under Multifactor Authentication, select Authenticator App
7. Click Add new device 

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

• 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.
• If you used a recovery code from Citrix support this is the same code received initially via email and used to login that can be used to pass the challenge

10. 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.
11. 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 is no longer be valid.