Unlock employees without lowering trust.
Level0 takes the lost-authenticator and new-phone cases, verifies identity, and hands your team a fully briefed ticket, with the re-registration itself left to a person, as your policy requires.
MFA recovery automation, done honestly, is not a machine silently resetting a security factor. It is automating the slow parts around the reset: identity verification, duplicate and knowledge checks, and documentation, so the human step that actually re-registers the device happens fast and with full context.
Why MFA recovery belongs in Level0.
MFA recovery sits at an awkward intersection: the employee cannot work, the service desk needs to respond quickly, and the action has real security risk. Many teams solve that tension with callbacks, manual manager checks, or in-person verification.
Level0 makes the process explicit. It verifies identity against your ServiceNow records with a spoken-code challenge, checks for a duplicate incident and the relevant knowledge article, and hands your team a fully briefed ticket. Re-registering a lost authenticator is a step most procedures reserve for a person, Level0 does not pretend otherwise; it makes that step fast.
- Common triggers include a lost phone, new device, deleted authenticator app, or failed re-registration.
- Identity verification and ticket prep happen in minutes, with a documented trail.
- Every handoff records the technical reason Level0 stopped, so your team starts solving instead of interrogating.
A safe automation flow.
| Phase | What Level0 checks | Possible result |
|---|---|---|
| Intake | User, channel, request wording, urgency, and account context. | Continue, ask a clarifying question, or escalate. |
| Identity | The caller is matched to the ServiceNow record and confirmed with a spoken-code challenge. | Identity verified, or the case is handed off as unverifiable. |
| Action | Which steps are eligible for automation under your policy, and which are reserved for a person. | Eligible routine steps run; re-registering the authenticator is handed to a person with full context. |
| Documentation | Signals used, decision path, outcome, and follow-up risk. | Audit-ready record in the service workflow. |
Questions teams ask.
The slow part around the reset: it verifies who is asking against your ServiceNow records with a spoken-code challenge, checks for a duplicate incident and the relevant knowledge article, and files a fully briefed ticket, so the human step is fast.
No. Re-registering a lost authenticator is a step most procedures reserve for a person. Level0 hands it off with identity already verified and everything documented. It does not pretend to run the reset.