Troubleshooting Google 2-Step Verification (MFA) Sign-In Issues

Overview
If you are unable to sign in because a verification prompt was sent to a device you do not have access to, this guide explains how to use alternative methods and regain access.

Common Issues

You may experience:

• A Google Prompt sent to a device you don’t have (ex: home computer)
• No access to the device receiving the notification
• A phone number that has changed or is no longer accessible
• Uncertainty about how to use another verification option

Solution: Use a Different Verification Method

When signing in:

1. Enter your username and password
2. When prompted for verification, look for:
   “Try another way” or “Choose another option”
3. Select an available method, such as:
   • Authenticator app code
   • Text message (SMS)
   • Backup code

Follow the prompts to complete sign-in.

If Your Phone Number Has Changed

If you no longer have access to your previous phone number:

1. Sign in using “Try another way” and select a different method
2. Once signed in, go to: https://myaccount.google.com/security
3. Click 2-Step Verification
4. Update or remove your old phone number
5. Add your new phone number if needed

If Prompts Are Going to the Wrong Device

After signing in:

1. Go to: https://myaccount.google.com/security
2. Click Your devices
3. Select Manage all devices
4. Find the unwanted device
5. Click Sign out

This will stop that device from receiving future prompts.

If You Cannot Access Any Verification Methods

If you are unable to sign in using any available method:

• You will need assistance to regain access to your account

Please contact End User Support Services by submitting a ticket:
https://help.lanecc.edu

Recommended to Prevent Future Issues

• Keep at least two verification methods set up
• Ensure your phone is up to date in your account settings
• Remove old or unused devices regularly
• Save your backup codes in a secure location

Key Tip

If you cannot access one verification method, always select “Try another way” to use a different option.

More resources:

https://support.google.com/accounts/answer/185839
https://support.google.com/accounts/answer/7026266
https://support.google.com/accounts/answer/10956730