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My Account is Disabled

Instructions to access your account if it was disabled.

This article applies to: Two-Step Login

User Experience

You see the following message when you try to use Two-Step Login:

 " Your two-factor account is disabled.  Contact an administrator for assistance."


Your account was disabled to prevent hackers from enrolling a device on your account and using it to steal your paycheck or tax information.

Cornell asks that all employees, including student employees, have a Two-Step Login account.  Two-Step Login protects your sensitive employment information in Workday.  The second step of logging in is needed before your tax documents or where your paycheck is deposited can be viewed or changed.  Attackers seek out this type of information so they can steal money from you.

This security measure is not fully effective until you have opened an account and enrolled one or more devices.  If you are a Cornell employee who has not yet done this, access to Two-Step Login will be blocked, for your own protection, until you contact the IT Service Desk.

What to Do

  1. Contact the IT Service Desk and ask to have your account released.

    You will not be able to log in using Two-Step Login until you contact the IT Service Desk and arrange for access to your account. To verify your identity, make sure you have one of the following:

  • Your ID and can visit the Service Desk in person
  • Access to a computer that can support a Zoom session
  • Access to the phone you have listed in the Cornell Directory
  1. Immediately enroll a device in Two-Step Login.
Once your account has been released, you must enroll a device in Two-Step Login otherwise your payroll and tax documents will be vulnerable to hackers.

For more information and instructions, read about Two-Step Login.

If you have questions about enrolling devices or using Two-Step Login, contact the IT Service Desk.

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