Locked Out? Complete Guide to Recovering Your Account When 2FA Fails – Redlands Christian School

Locked out of your Google or Microsoft account because of two-factor authentication (2FA)? You're not alone — this is one of the most common IT requests at RCS. This guide covers how to get back in, and how to prevent it from happening again.

Step 1: Figure Out Which Account Is Locked

RCS uses two separate accounts that each have their own 2FA:


Account	Used For	2FA Method
Google (@acarcs.org)	Gmail, Google Drive, Google Classroom, Clever	Google 2-Step Verification (Google prompts, text codes, or Google Authenticator)
Microsoft / Office 365 (@redlandschristian.org or @acarcs.org)	Outlook email, Microsoft Office apps, Teams	Microsoft Authenticator app (push notifications or 6-digit codes)

Important: These are different systems with different recovery steps. Make sure you're troubleshooting the right one!

Step 2: Try Self-Service Recovery

Google Account Recovery (@acarcs.org)

If Google is asking for a verification code and you can't provide one:

Go to accounts.google.com and click Sign in.
Enter your @acarcs.org email address.
When prompted for 2FA, look for a "Try another way" link below the verification prompt.
Google may offer alternative options:
- Google prompt — a "Yes/No" notification sent to any device where you're still signed into your Google account
- Text message code — sent to your recovery phone number (if one was set up)
- Backup codes — if you saved them when you originally set up 2FA
If none of these options work, you'll need IT to reset your 2FA (see Step 3 below).

Microsoft / Office 365 Account Recovery

If Microsoft Authenticator isn't showing a code or sending a push notification:

Go to mysignins.microsoft.com/security-info from a device where you're already signed in.
If you can access this page, you can:
- Add a new authentication method (like your phone number for text codes)
- Remove the old Authenticator entry and re-register your new phone
If you cannot access this page because you're fully locked out, contact IT (see Step 3).

Common scenario: You get the Authenticator prompt but tapping "Approve" does nothing, or the app shows a number to match but the login page doesn't show a number. In this case, try closing and reopening the Authenticator app, or restart your phone and try again.

Step 3: Contact IT to Reset Your 2FA

If self-service recovery doesn't work, email itsupport@redlandschristian.org or submit a Zendesk ticket. Include the following information so IT can help you quickly:

Your full name
Which account is locked (Google, Microsoft, or both)
Your email address for the locked account
What happened (new phone, phone reset, app deleted, lost phone, etc.)
What error message you see (screenshot if possible)
A phone number or alternate email where IT can reach you

IT will reset your 2FA enrollment so you can set it up again from scratch on your current device.

Common Scenarios

I got a new phone

This is the #1 reason for 2FA lockouts. When you get a new phone, your Authenticator app doesn't automatically transfer. See the "Prevent Future Lockouts" section below for how to transfer before you switch phones.

If you already switched and are locked out, contact IT to reset your 2FA (Step 3).

I reset/wiped my phone

A factory reset removes the Authenticator app and all its accounts. You'll need IT to reset your 2FA. Same steps as above.

I uninstalled the Authenticator app by accident

Reinstalling the app does not restore your accounts. You'll likely need IT to reset your 2FA unless you had cloud backup enabled (see prevention tips below).

My Authenticator shows codes but they don't work

This usually means your phone's clock is out of sync. On your phone:

iPhone: Settings > General > Date & Time > turn on "Set Automatically"
Android: Settings > System > Date & Time > turn on "Automatic date & time"

Then close and reopen the Authenticator app and try the code again.

I keep getting locked out repeatedly

If this keeps happening, you may have a deeper issue — maybe your account password is being entered incorrectly too many times, or your Authenticator app is misconfigured. Contact IT and mention that this is a recurring problem so they can investigate.

Prevent Future Lockouts

Do these steps NOW — before your next phone upgrade or reset:

Transfer Microsoft Authenticator to a new phone

On your old phone, open Microsoft Authenticator.
Tap the three dots (menu) > Settings > Cloud backup (iPhone: iCloud backup; Android: backup to Google account).
Turn on cloud backup.
On your new phone, install Microsoft Authenticator and sign in with the same Microsoft or Apple/Google account.
Your accounts should restore automatically.

Prepare your Google 2-Step Verification

Go to myaccount.google.com/signinoptions/two-step-verification while you're still signed in.
Make sure you have at least two verification methods set up (for example, Google prompts + your phone number for text codes).
Consider generating and saving backup codes — print them or store them somewhere safe (not on your phone).

Quick Reference: Google 2FA vs. Microsoft 2FA


	Google 2-Step Verification	Microsoft Authenticator
Protects	@acarcs.org Google account	@redlandschristian.org Office 365 account
App	Google Authenticator (or Google prompts, text)	Microsoft Authenticator
Self-service recovery	"Try another way" on login page	mysignins.microsoft.com from a signed-in device
Cloud backup	Backup codes (manual)	iCloud or Google account backup (automatic)
If locked out	Email IT with your @acarcs.org address	Email IT with your @redlandschristian.org address

RCS Information Technology · IT Help Center