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.

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.
  
  

1. When prompted for the code from your authenticator app, select Don’t have your authenticator app?

To use the Recovery email

1. SelectUse recovery email
2. A 6-digit recovery code will be sent to your backup email from Citrix Cloud
3. 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

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)
   • If backup codes were never generated, proceed to followSetting up account recovery methods for MFA
3. 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.