> Source: [sk174147](https://support.checkpoint.com/results/sk/sk174147)

# sk174147 - Unable to log in to the CloudGuard Portal with MFA after losing access to Authenticator

| Property | Value |
|----------|-------|
| Solution ID | sk174147 |
| Date Created | 2021-07-07 |
| Last Modified | 2025-05-15 |
| Technical Level | General |
| Products | Cloud Firewall |
| Versions | R82.10, R81.20, R82 |

## Symptoms

- If a cellular phone with the Authenticator installed is lost, the users cannot complete the Multi-factor Authentication (MFA), and there is no way to bypass.

## Cause

During the MFA setup, no recovery key is provided.

## Solution

Each stage (factor) of the Multi-factor Authentication is mandatory and cannot be omitted, so this is an expected behavior.

For further assistance, contact Check Point Account Services in one of these ways:

* by creating a [Non-Technical Service Request](https://help.checkpoint.com/)
* by phone:
  * Americas: +1-972-444-6600 - option 3 - option 5
  * International: +972-3-611-5100 - option 3 - option 5

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