In many cases, when someone is having issues with Multi-Factor Authentication (MFA), it is due to not knowing where to find their one-time password (OTP). They will find their MFA OTP either on the Authenticator App they used when they set up their MFA or via text, per the number they set up their MFA with. Please see Getting Started with MFA for more information.
If they have checked these places and they are still stuck. We have two options. They can use the backup codes that they should have saved during their initial setup (more info found here), or we can reset or delete the current MFA configuration for that staff member.
Note: Deleting will only remove the current configuration; it will not prevent your staff from using MFA. The staff member will be prompted to reconfigure their MFA the next time they log into their account.
To reset a user's MFA, you will need to go to “Settings” in your navigation bar.
Go to the sidebar on the right-hand side of the screen and scroll down to “SECURITY” and click on “Multi-Factor Authentication (Users)”.
This will open up a page that will show you all of your staff who have their MFA currently configured.
Ten emails will be displayed per page. A new page will be created for every set of 10 users.
You will be able to navigate these pages via the page navigator at the bottom of the page.
You can search for a staff member by manually searching the list or by using the email search box at the top of the list.
Once you have found the user you are looking for, click on their highlighted email.
On this screen, we will see their Full Name, Email, what is used to receive their one-time password “OTP” (Auth App or Text), Last Authentication, and Initial Configuration.
If your staff member is using text instead of an Authenticator App, the top bullet will appear like this, with the number used for authentication displayed.
To reset the configuration that this user has, just click the “Delete” button.
After you click the “Delete” button, a pop-up will appear to confirm the action. Click “Cancel” to stop the reset or click “OK” to proceed to reset the MFA.
Note: Deleting will only remove the current configuration; it will not prevent your staff from using MFA. The staff member will be prompted to reconfigure their MFA the next time they log into their account.
After you click “OK”, you will be taken back to the Multi-Factor Authentication (Users) main page. If you have multiple pages, you will be back at page 1.
At the top of the screen, you will see an indication that you have successfully reset or removed the current MFA configuration for that user.
From this point, your staff member will be able to reconfigure their MFA when they log back in.
You can follow our Getting Started with MFA help center article to reconfigure the MFA.
Great work, you have now learned how to reset MFA for our staff.