How to regain access to your Sprintax account and set up a new MFA method if you can no longer use your existing Passkey, Authenticator App, or SMS.
Self-Service MFA Reset
If you’re unable to complete Multi-Factor Authentication with any of your existing methods, you can request a reset link by email. This will allow you to you sign back in and set up a new MFA method, without needing to contact support.
Step 1: Request a Reset Link
- After entering your email and password or logging in through SSO, you will reach the Choose how to verify screen.
- Select I cannot access my MFA methods.
- If your account is eligible for recovery, a confirmation message will appear and a reset link will be sent to your registered email address.
The link is valid for one use only and expires after 24 hours. If nothing arrives after a few minutes, check your spam folder.
Step 2: Check Your Email
- Open the email from Sprintax titled Multi-factor authentication (MFA) reset.
- Click Reset MFA Now.
- You will be redirected back to the Sprintax Identity login page.
Step 3: Verify Your Identity
- If you are logging in through email and password, enter your Sprintax password.
- If you are logging in through SSO, enter your email address linked to the account.
- Click Continue.
Step 4: Add a New MFA Method
- Choose how you’d like to sign in from now on: Passkey or Authenticator.
- If you don’t have the ability to add a Passkey or Authenticator, press Try another method.
- You will then see the option of Text Message. Please note that SMS MFA is not available in every country and territory, so we recommend using Passkey or Authenticator where possible.
- Select your preferred method and follow the on-screen prompts to complete setup.
Step 5: Confirm and Proceed
- Once setup is complete, you’ll see a You’re all set confirmation.
- Click Proceed to continue to sign in.
- Your old MFA methods are still on your account. If you can no longer use them, remove them from your Sign-in methods once you’re back in.
Signing In With Your New Method
The next time you sign in, your newly added method will appear alongside your existing options on the verification screen.