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Reset a user's MFA

Updated
The Goal: Reset another staff user’s multi-factor authentication (MFA) so they can set it up again the next time they sign in.

Before You Begin:

  • You must have MFA enabled on your own account in order to reset MFA authentication for another user.
  • Confirm the reset is warranted — for example, the user no longer has access to the device where their authenticator app is installed and has no remaining recovery codes.

Step-by-Step Instructions

  1. Click Settings in the left-hand rail.
  2. Click Staff Users in the Staff & User Access section.
  3. For the desired user, click the ellipsis in the Actions column.
    Screenshot
  4. Click Reset MFA.
  5. Click OK to confirm that you wish to reset MFA.
    Confirmation dialog asking you to confirm that you wish to reset MFA
Result: How to know it worked The user’s MFA authentication is now reset. The next time the user signs in, they will need to enable MFA again. Refer to How to Setup MFA (Multi-Factor Authentication) for those instructions.

Common Pitfalls

  • Your own MFA is not enabled: a user must have MFA enabled in order to reset the MFA authentication for another user. Set up your own MFA first, then perform the reset.
  • Assuming the user is done after the reset: the reset does not restore access on its own. The user has to enroll in MFA again at their next sign-in.

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