Objective
如果用户无法登录到citrix.com网站,this article provides steps for using either the Recovery Email Address or Backup Codes required for multifactor authentication (MFA).
Note: Not all Authenticator Apps are the same, so the options/steps may differ depending on your app of choice.
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 yourRecovery Email Address. .
Use one of theBackup CodesCitrix generated when you enrolled your device.
- When prompted for the code from your authenticator app, select Don’t have your authenticator app?
To use the Recovery email
- SelectUse recovery email
- A 6-digit recovery code will be sent to your backup email from Citrix Cloud
- Enter the 6-digit code in the prompt as shown below (You can select “Re-send email” to have Citrix re-send the code)
To use the Backup Codes
- Select Use a backup code
- 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)
- If backup codes were never generated, proceed to followSetting up account recovery methods for MFA
- Enter the 8-digit code in the prompt as shown below
Having Issues?
If you are having issue with the steps above please contact Customer Service viaPhoneorLiveChat.- ClickStart Chatin the lower right-hand corner and follow the menu's instructions to speak to a Live Agent.
- Phone support is available 24 x 7 and Live Chat is available Monday - Friday during Business Hours.