# Troubleshoot Azion Console sign-in

This page covers two symptoms that keep a user out of Azion Console: a lost multi-factor authentication (MFA) device and a lock that Account Lockout Policy applies.

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## The MFA code is unavailable because the device is lost

You cannot sign in because the phone that runs your authenticator application is lost or stolen.

Only the authenticator application on the registered phone generates the six-digit MFA code. An Account owner resets your MFA, so you can set it up again on a new phone.

- **Ask an Account owner to reset your MFA**: the Account owner deletes your MFA in **Multi-Factor Authentication Management**, which opens from **Account Settings**. To do it, refer to [Reset the MFA of a user](/en/documentation/guides/platform/account-and-billing/multi-factor-authentication/#reset-the-mfa-of-a-user).
- **Contact Azion Support only when you are the only Account owner**: no other user can reset your MFA, so Azion Support resets it. To open a ticket, refer to [Open a support ticket](/en/documentation/support/open-tickets/).

At your next sign-in, Azion Console opens the MFA setup page, where you connect the authenticator application on the new phone.

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## The user is locked after failed sign-in attempts

You cannot sign in, even with the right password, after several failed attempts.

[Account Lockout Policy](/en/documentation/fundamentals/account-lockout-policy/) locks a user that exceeds the maximum number of failed sign-in attempts. By default, the policy allows 3 attempts and keeps the user locked for 1440 minutes, which is 24 hours.

- **Wait for the blocking period to end**: the user can sign in again after the period the policy sets.
- **Ask an Account owner to unlock the user**: an Account owner can unlock a user before the period ends, through the Azion API. For the procedure, refer to [Unlock a user from Account Lockout Policy](/en/documentation/guides/application-security/access-and-compliance/unlock-account-lockout-policy/).

After the unlock or the end of the period, the user signs in with the right password.

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## Related resources

- [Users Management](/en/documentation/fundamentals/users-management.md): How an Account owner manages the users of an account and their MFA.
- [Account Lockout Policy](/en/documentation/fundamentals/account-lockout-policy.md): The failed-attempt limit, the blocking period, and the logs the policy writes.
- [Support guidelines](/en/documentation/support.md): The support tiers and the channels that open a ticket.
- [Multi-factor authentication](/en/documentation/fundamentals/multi-factor-authentication.md): How MFA protects the sign-in to an account.