When switching to a new phone, your Google Authenticator data does not always transfer. This can leave you locked out of your account without access to a one-time passcode. Contact IT through a support ticket on this page (Submit a request in the upper right) or call us at 919-658-7679 and we can reset your Mobile Authentication data remotely. Please include your username in the request, but note that if you do not have access to your email because of this issue, you should list a secondary email address so we can notify you when the authenticator data is reset.
If you have access to the old device and are able to log in on a computer, you can change to the new phone in a few simple steps.
While logged into MyUMO on a computer, go to Everyday Tools and click Password Self Service.
On the Password Self Service page, click the Mobile Authenticator section to expand it, giving you the Disable Mobile Authenticator option.
Clicking this will clear your authenticator data, so your old device will no longer provide valid one-time passcodes.
You can now click Enable Mobile Authenticator to enroll your new device.
The process is the same as when you first enrolled. You will be asked what kind of device you are using.
You will then be provided a QR code to scan with the Google Authenticator on your new phone/device.
After scanning the QR code, enter the six digit passcode (no spaces) and press Continue.
Refresh the account management page with the blue link and you are done.