If you have lost access to your multifactor authentication (MFA) device or are unable to re-configure MFA via your ACE account settings, UNLV provides a self-service tool to safely reset your MFA using your smartphone. This process uses artificial intelligence to securely match a selfie against your valid government-issued ID to protect your identity and account security.
Valid Identity Documents Required
To complete this setup, you must take a picture of your physical valid government-issued ID.
- The ID cannot be expired
- The ID must match your legal name on file on MyUNLV (students) or Workday (employees).
View the full list of Accepted ID Types supported by our verification provider before beginning the process. Once successfully verified, the system will securely remember your identity for one year or until your ID expires, whichever comes first.
To update your legal name, see Legal and Preferred Name Changes (including ACE Username).
Smartphone Requirement
You must use a camera-enabled smartphone with QR scanning capabilities and network service to complete the MFA self-reset process.
If you do not have a valid ID or access to a smartphone that meets these requirements, please contact the IT Help Desk for assistance.
Step-by-Step Instructions
Follow these steps on your mobile device to reset your MFA methods and regain access to your ACE account.
Step 1: Access the Reset Portal
Navigate to the ACE Dashboard at ace.unlv.edu and log into your ACE account.
If you don't know your ACE account password, use the Forgot Password? link to reset your password first.
When the system prompts you to choose your multifactor authentication method, select the MFA Reset link
Step 2: Connect Your Mobile Device
A web page titled "Reset Your MFA" will appear displaying a QR code.
Open the camera app on your mobile device and scan the QR code to initiate the reset process. If scanning is unsuccessful, manually type the unique URL located directly beneath the QR code into your mobile browser.
Step 3: Complete Identity Verification
On your mobile phone, you will see a Consent to Verify ID screen.
- Read the terms and tap Consent to proceed.
- If prompted by your mobile browser, select Allow to grant the application permission to use your camera.
- Follow the on-screen prompts to photograph both sides of your government-issued ID. (The verification app does not accept RebelCard, work, student ID for dual enrollment, or a picture of your ID; see Accepted ID Types).
- Capture a selfie. Ensure you are in a well-lit area and facing the camera directly for the image.
- Review your picture on the "Selfie Captured" screen and tap Submit.
Step 4: Re-Configure Your MFA Methods
If your identity has been successfully validated, you will receive a notification to the personal email account listed in MyUNLV (students) or Workday (employees).
- Click on the email to review the result of the request.
- Navigate to the ACE dashboard and log into your account.
- Set up an MFA method for your account.
- To prevent future lockouts, set up two or more MFA methods so you always have an option available, even if you lose access to your preferred method.
Troubleshooting & Error Statuses
Unable to Verify
If the system cannot verify your submissions successfully, you may receive the following error messages:
- Resubmission Required (Poor Lighting/Blurry Image): This is typically due to issues with image quality, missing data, or an unsupported document type.
- Identity Rejection: The ID verification tool can recognize general fraud indicators such as non-live captures. This results in a "lock" on the ACE account. You must contact the IT Help Desk for assistance restoring your access.
Did Not Receive Email Notification
If your personal email on record is not available, or different than the email you expected, you may not receive the email notification.
- Visit the ACE account dashboard and log in with your ACE user name and password.
- If you are prompted to configure your MFA method, the request was successful and you may proceed.
- If you are still prompted to choose an MFA method, your request may not have been successful. Contact the IT Help Desk for further assistance.
Additional Help
If you are unable to reset your mulfitactor authentication, please contact the IT Help Desk for additional assistance. To help protect your account, the IT Help Desk cannot reset passwords or multifactor authentication over email and requires in-person or virtual identity confirmation.