Need help unlocking NY unemployment account - MFA Google Authenticator issue

The exact same thing happened to me last month!! So frustrating. I think the problem is that Google Authenticator sometimes gets out of sync with the NY.gov system. What fixed it for me was going to the NY.gov ID self-service page (not the unemployment login) and using the 'Account Recovery' option instead of password reset. You'll need your NY.gov username, date of birth, and the last 4 of your SSN. Then they'll let you switch to text message or email authentication instead. The link is something like id.ny.gov/recovery (I don't remember exactly), but it's different from the regular login page everyone uses.

Have u tried clearing ur cache and cookies? sometimes thats all it takes

This is a KNOWN ISSUE with the NY.gov ID system that they REFUSE to fix!!! I've been dealing with this garbage for YEARS. The self-service recovery DOESN'T WORK half the time because their system is totally broken. I had to call 15 TIMES before I got someone who knew what they were doing. The real problem is the MFA timeout is too short but they blame it on our phones. Classic government incompetence! And don't get me started on their "customer service" which is just robots telling you to go back to the website that DOESN'T WORK!

I had this problem too. The recovery method on the NY.gov ID site wouldn't work for me, but I found another solution. You need to actually email the NY.gov ID help desk directly at NYGOVIDHelp@its.ny.gov with your username and explain the MFA issue. They usually respond within 24-48 hours and can manually reset your MFA options. Just don't include any sensitive info in the email like your SSN or anything.

I went through this exact nightmare scenario back in January. Tried calling unemployment for days with no luck - always disconnected or on hold forever. I finally got through to someone using Claimyr (claimyr.com). They have this system that gets you through to an agent much faster. They have a video demo at https://youtu.be/Rdqa1gKtxuE showing how it works. The rep I spoke to fixed my MFA issue on the spot and walked me through setting up a different authentication method. Saved me so much time and frustration compared to trying to call on my own for days.

Try this: go to id.ny.gov (not the unemployment site) and click on the "having trouble signing in" link at the bottom of the page. Then select "reset my multi-factor authentication" from the options. You'll need to verify your identity with some personal info, but then you should be able to set up a new MFA method. If that doesn't work, you need to contact the NY.gov ID support team (not unemployment). Their number is 844-891-1786. They're open Monday-Friday, 8:30am-5pm. Unlike the unemployment line, you can usually get through without too much wait.

my friend had to get her whole account reset. something about the google authenticator app needs to be sync'd with their system. she had to start from scratch with a new NY.gov ID it was a whole thing

Have you tried using the "Get help with your NY.GOV ID account" option on the login page? Sometimes that route is better than trying to call unemployment directly since it takes you to the technical team that handles account issues rather than general unemployment questions.

Just a quick update - I tried the ID support line I mentioned earlier today and their wait time is currently about 15 minutes according to the recording. Much better than the unemployment line! Hope this helps someone.

UPDATE: I finally got my account unlocked! I ended up using Claimyr to get through to someone on the phone (thanks for that suggestion). The agent was able to reset my MFA settings and I switched to email verification instead of Google Authenticator. Now I'm back in my account and was able to certify online! For anyone else with this issue, definitely try the NY.gov ID support options first, but if you can't get through, Claimyr helped me get to an actual human who fixed it in about 5 minutes.