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Account Recovery

If you are locked out of your Synderys account, this guide explains how to regain access. The recovery method depends on what access you have lost.

Scenario 1: You Have Backup Codes

If you saved the one-time backup codes provided during MFA enrollment, you can use one to sign in.

  1. Navigate to https://auth.synderys.com.

  2. Enter your username and password as usual.

  3. When prompted for MFA, click Use a backup code.

  4. Enter one of your unused backup codes.

  5. After signing in, go to Settings and enroll a new MFA device immediately (see Setting Up Multi-Factor Authentication).

What to expect

Each backup code can only be used once. After using a code, it is permanently invalidated. If you are running low on backup codes, regenerate a new set from your MFA settings after signing in.

Scenario 2: You Forgot Your Password

If you have forgotten your password but still have access to your MFA device:

  1. Navigate to https://auth.synderys.com.

  2. Click the Forgot password? link below the sign-in form.

  3. Enter your username or email address.

  4. Check your email for a password reset link. The link expires after 15 minutes.

  5. Click the link in the email and follow the prompts to set a new password (see password requirements).

  6. After setting your new password, sign in and complete the MFA challenge as usual.

What to expect

The reset email comes from no-reply@synderys.com. If you do not see it within a few minutes, check your spam or junk folder. Only one reset link is active at a time — if you request multiple, only the most recent link will work.

Scenario 3: Contact IT Support

If you cannot recover your account using the methods above — for example, you have lost both your password and your MFA device — you will need to contact IT support directly.

How to reach IT:

Method Details
Email it-support@synderys.com
Phone Contact your manager for the current IT support number
In person Visit the IT office during business hours

When contacting IT, be prepared to:

  • Verify your identity (IT will ask you to confirm personal details on file)
  • Explain which access you have lost (password, MFA device, or both)
  • Provide a reason for the lockout if known

IT support will reset your account within one business day. You will receive an email with instructions for setting a new password and enrolling a new MFA device.

Identity verification is mandatory

For security, IT cannot reset your account based on an email or phone call alone. You may be asked to verify your identity in person or through your direct manager. This protects your account from unauthorized reset requests.

Break-Glass Access (Administrators Only)

In emergency situations where an administrator is locked out and standard recovery is not available, a break-glass procedure exists. This process is restricted to designated administrators and requires physical access to secured recovery credentials. If you believe you need break-glass access, contact the Security team lead. Full details are documented in the Admin Guide.

Preventing Future Lockouts

To avoid being locked out of your account:

  • Enroll multiple MFA methods — at least one authenticator app and one security key
  • Save your backup codes in a password manager or other secure location
  • Register a backup security key and store it in a safe place
  • Keep your email address current so you can receive password reset links
  • Change your password before it expires to avoid being forced to reset under pressure

Troubleshooting FAQ

Q: I never received the password reset email. : Check your spam and junk folders. Ensure you are checking the email address associated with your Synderys account. If you still do not see it after 10 minutes, try requesting the reset again or contact IT support.

Q: The password reset link says "expired or invalid." : Reset links expire after 15 minutes. Request a new one from the login page. Make sure you are clicking the most recent link if you requested multiple resets.

Q: IT reset my account but I cannot sign in with the temporary password. : Temporary passwords are case-sensitive. Copy and paste the password from the IT email to avoid typos. If it still fails, reply to the IT email and request a new temporary password.

Q: How long does it take for IT to process an account recovery request? : Most requests are processed within one business day. Urgent requests (such as being locked out during a critical incident) should be communicated to your manager, who can escalate with IT.