Recover an account with MFA: Google Workspace
To follow this guide you will need:
Administrator access: only Administrator users can access the Google Workspace Admin panel.
If a user loses or breaks their Multi-Factor Authentication method, we need to obtain backup codes to allow the user back into their account.
First you should make sure the request is actually from the user it appears to be.
If the request to reset MFA is from an email (work or personal) or a phone call from someone you don’t know well enough to recognise their voice, you should first take a minute to check that the request is legitimate.
Do this by giving them a call or sending them a secure text message (e.g. Slack, Teams, Telegram, or Signal) using a number you got from the company directory or phonebook (or in a pinch from another colleague).
A simple: “Hi, this is IT - just double checking you requested an MFA reset” and confirmation from them will do the job.
Go to the Google Workspace Admin users panel. Select the target user.
Within the target user panel, click the word "Security":
In the expanded Security section, under 2-step verification, select "Get backup verification codes":
Select this option and communicate the codes to the user.