Work Phone Change Process (MFA Enabled)

Modified on Fri, 20 Feb at 10:04 AM

Work Phone Change Process (MFA Enabled)

When Multi-Factor Authentication (MFA) is enabled for your organization, changing a work phone number uses a separate, dedicated flow with phone verification. This document describes the behaviour from a customer perspective.

How This Differs From the Normal (Non-MFA) Flow

Aspect	Normal flow (MFA disabled)	MFA flow (MFA enabled)
How to change work phone	Edit Work section, change phone in form, Save	Dedicated pencil next to Work phone → separate dialog
When editing other Work fields	Phone editable in the same form	Work phone locked (lock icon); not editable in form
Verification	None	Verify current phone, then new phone (SMS codes)

1. Separate Flow and Dedicated Edit Button

Work phone has its own pencil icon next to the "Work phone" label (not the section Edit in the top right). Use that pencil to open the "Change Work Phone" dialog. The general Work section Edit does not change the phone.

2. Work Phone Is Disabled When Editing Other Work Section Fields

When you click section Edit (Save/Cancel at the top), work email, employee number, title, reports to, office, etc. become editable. The Work phone field in that view is locked (lock icon) and cannot be edited there. Change work phone only via its dedicated pencil.

3. Phone Change Flow: Verify Current, Then Add and Verify New Number

The "Change Work Phone" dialog has 5 steps:

Step 1 – Start

Current number shown; click Send Verification Code (or Cancel).

Step 2 – Verify current phone

Enter 6-digit code sent to current number; click Verify. You cannot continue without this.

Step 3 – Enter new phone number –

Enter new number (with country code); click Send Code to New Number.

Step 4 – Verify new phone

Enter 6-digit code sent to new number; click Verify.

Step 5 – Complete – Summary shown; close dialog. Work phone is updated.

The system always verifies the current phone first, then the new one. You cannot skip current-phone verification.

4. User phone change by Owners

Owners can change the work phone number of any other user if required, without additional verification. The next time the affected user logs in, MFA will use the updated phone number for login verification.

Please note that when Owners change their own work phone number, they must go through the same verification process as other users.

Troubleshooting

No access to current phone — Contact HR or IT for assistance.
SMS code not received — Check signal and number; wait 10 seconds and use Resend; check spam/blocked.
Invalid code — Use the latest code; codes are 6 digits and expire after a short time.
Maximum attempts reached — Wait about 20 minutes before trying again.
Phone number already in use — Each work phone must be unique; contact HR if the number is assigned to someone else.