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Locked Out? New Phone?

With your help, TMU can minimize online threats.

Here's what you can do if you've been locked out of your TMU account because:

  • your phone was lost, stolen, broken or replaced; or
  • you've deleted the Google Authenticator app from your phone.

Recover access to your account

Try finding the backup codes you would have previously generated and kept, and/or received via email. These codes will be accepted when you’re prompted to provide a two-factor verification code during login.

Alternatively, if you’re able to access my.torontomu, you can generate new backup codes with the following steps:

  1. On your computer, log in to the my.torontomu portal with your username and password.
  2. In the Self Service box, select Personal Account.
  3. Under the Security section, select Two-Factor Authentication.
  4. Select the Generate new backup codes button.

To avoid being locked out again, please follow the revoking and setup instructions in the following section, What to do once you’ve recovered access.

If your backup codes cannot be found, you may request an emergency code from the Computing and Communications Help Desk at 416-979-5000, ext. 556840 (students) or ext. 556806 (employees).

To avoid being locked out again, please follow the revoking and setup instructions in the following section, What to do once you’ve recovered access.

If you’re unable to reach the Help Desk, you may use a one-time recovery code to recover access to your account. This option is available only if you have set up your mobile phone for an account recovery option.

It is offered strictly on a one-time basis—if you’ve used this option once before, the system will not allow you to retrieve a code a second time.

To avoid being locked out again, please follow the revoking and setup instructions in the following section, What to do once you’ve recovered access.

  1. On the my.torontomu login page, select “I’ve deleted the authenticator app/lost my phone and am locked out.”
  2. Enter the mobile number you registered for account recovery purposes.
  3. You’ll receive an emergency code via SMS text. Enter it as your one-time verification code on the TMU login page.

To avoid being locked out again, please follow the revoking and setup instructions in the following section, What to do once you’ve recovered access.

What to do once you’ve recovered access

Once you’re back in your account, you’ll need to revoke two-factor from any device you no longer have and then set up your new device for two-factor use.

Revoke your device

  1. On your computer, log in to the my.torontomu portal with your username and password.
  2. In the Self Service box, select Personal Account.
  3. Under the Security section, select Two-Factor Authentication.
  4. Under Two-Factor authentication is set up for:, select Revoke next to the Mobile Device listing.
  5. Find the section called The following are registered as trusted browsers/devices. If your old device is listed, select the button to Revoke all Trusted Devices.

Set up your new device

Once your old device has been revoked, you’re ready to set up your new device by installing Google Authenticator onto your new phone. Follow the steps for Android or iOS devices, including the steps for Part two: Add two-factor to your TMU account.

If you still have access to your old device, we strongly recommend securely erasing or wiping it before disposal. For help doing this, please contact your mobile device carrier or consult the phone manufacturer’s website.