IT Support Playbooks / IT Support Guides
Handle MFA recovery as an identity verification task
A lost phone or repeated MFA prompt can block work, but resetting the factor for the wrong person creates a serious account risk. Establish the approved identity-verification path first.
Environment and inputs: Everyday IT support · Windows PowerShell examples unless specified
Try the diagnostic command
Use the stated shell and platform. Replace sample domains, addresses, services and paths with values from the system you are authorized to support.
Get-Date -Format oHow to read the result
The timestamp helps the identity team locate the reported attempt in sign-in logs. It does not validate identity or authorize an MFA reset.
What to do next
Collect the application, account identifier through the approved channel, error code and attempt time. After identity verification, follow the tenant's recovery procedure and review any unexpected enrollment or sign-in activity.
Before you make a change
Never ask for a current one-time code or approve a push notification on the user's behalf. Escalate unexplained repeated prompts as a possible security incident.