Thank you for contacting Acme.  How may I help you today?
I'm trying to check on my order status, but I lost my phone that had the 2-factor authentication on it.  Can you help me?
Yes, I can definitely help you with that I'll just need to gather some information from you, and then I can send you a code via email that will allow you to get into your account
what do you need?
May I ask for your full name, your email address, and for security purposes, either your PIN number or your answer to a security question
Wow!  That's a lot of info.  Here's my name:  David Williams My email address is davidwilliams244@email.com
Hah, it is indeed, but it's better to be safe than sorry, as they say
True, true. I don't have a PIN and I never set up a security question.
oh, I see We commonly use maiden name's as a security check on our site, it might already be in the system may I ask your mother's maiden name?
Oh, it's Hill.
There we go, yes, everything is confirmed Okay, if you are ready to log-in, I will send a link with a temporary code to your email address
Yes, please.
that will get you into your account and you can then turn off the 2FA, or you can add a new phone
Okay.  Let me try really quickly just to be sure. While I have you on the line...
Yes, how may I help?
Great, everything worked.  I have no further questions.  Thank you.
Ah, I'm glad to hear it.  Have a great day Mr. Williams