Resetting Two-factor Authentication(2FA)

There may be situations where your two-factor authentication (2FA) device gets lost or no longer functions and you can’t log in to your 2FA-protected account. If this occurs, Organization Admins and Org Standard users with User Management permissions can reset 2-factor authentication (2FA) for you and other users on their organization who don’t belong to another organization (this is rare).

Note: Organization Admins can reset 2FA for all types of users while Org Standard users can only do so for other Standard users. When 2FA is reset, it will no longer be active on the user’s account, so setting it back up should be the priority of the user.

Resetting 2-factor Authentication

There are two ways to reset 2FA for a user:

1. From the user’s profile page
2. From the Users page

Resetting 2FA from the user’s profile page

From the Admin Panel, navigate to the user’s profile page who requested the reset.

Scroll down to the Profile Security section and find 2-factor authentication setting.

Click Reset next to the 2-factor authentication setting.

Confirm that you want to reset 2FA

Resetting 2FA from the Users page

1. From the Admin Panel, navigate to the Users page

2. Find the user who requested the 2FA reset

3. Click the Actions menu icon on the right of the user

4. Select ‘Reset 2FA’

5. Confirm that you want to reset 2FA

Note: It is not possible to reset 2FA for yourself in this manner.

Once 2FA has been reset for the user, they will receive an email notification letting them know that 2FA has been reset for their user and that they should turn 2FA back on as soon as possible. If 2FA is required for the organization, the user will be required to set 2FA back up on their next login.

Resetting 2FA for the only Admin on the account

If 2FA needs to be reset for the sole Admin on the account and the Admin does not have access to their backup codes, they must reach out to Support for assistance with resetting their 2FA.