If you cannot authenticate your account via text message or your authenticator smartphone app, you must contact your firm's Admin to reset it. Only Admin Users can reset accounts.
If you are the Admin:
Navigate to Settings
Select All Settings
Select Firm Users
Select the User
Click Reset button
If you are the only admin user and need to reset your MFA, or your account does not have an admin user, you will need to contact support so they can manually validate your identity and reset MFA for you.
Call the following number depending on the day/time:
M-F 6am to 5pm PST: (800) 571-8062
M-F after 5pm PST or Saturday/Sunday: (800) 571-8062
To learn more about MFA click here