AWS MFA Reset: What to Do When Support Won’t Help

TL;DR

AWS won’t directly tell you how to reset MFA if you lose your device. This guide explains how to recover access using IAM users, recovery codes (if enabled), or contacting AWS account administrators. It also covers preventative measures like storing recovery codes securely.

Recovering Access Without Direct Support

1. Check for Recovery Codes: If you proactively generated recovery codes when setting up MFA, this is the easiest solution.
   • Log in to the AWS Management Console.
   • Navigate to your IAM user settings (usually under ‘Security credentials’).
   • Look for a section related to MFA devices or recovery options. If you saved codes there, use one now.
2. IAM User Reset (if applicable): If you’re using an IAM user and have access to the root account or another administrator account:
   • An AWS administrator can disable MFA for your IAM user.
   • Log in as an administrator.
   • Go to the IAM console.
   • Find your user.
   • Edit the user’s security credentials and disable MFA. You will then be able to log in without MFA, and re-enable it with a new device.
3. Contact Your AWS Account Administrator: If you don’t have root access or another administrator account:
   • Reach out to the person responsible for managing your AWS account. They can perform the reset on your behalf.
4. AWS Support Ticket (Last Resort): While AWS is reluctant, a well-documented support ticket *might* help.
   • Open a support case with AWS.
   • Provide detailed information about your account and the situation. Be prepared to verify your identity extensively.
   • Emphasize that you’ve lost access due to a lost MFA device, not a compromised account.

Preventative Measures (To Avoid This in the Future)

1. Generate and Store Recovery Codes: When setting up MFA:
   • AWS provides recovery codes during setup. Do not skip this step!
   • Store these codes securely – a password manager, offline document, or secure physical location are good options.
2. Multiple MFA Devices: Consider registering more than one MFA device.
   • If you lose one, you have a backup.
3. AWS Virtual MFA App: Use the AWS Virtual MFA app instead of SMS-based MFA if possible.
   • SMS is less secure and can be vulnerable to SIM swapping attacks.

Understanding Why AWS Won’t Provide Reset Instructions

AWS’s security policy prioritizes account protection. Providing a direct reset procedure could be exploited by malicious actors who have gained unauthorized access to your account details but not your MFA device.