Before You Start
You need access to the Admin area before you can reset another user’s MFA.
Required permissions:
View the users tab in the admin panel
Make changes to users
Access the Manage MFA option for users
If you cannot see the Users tab or the Manage MFA option, ask an administrator to review your role permissions.
Go to Admin
From the left navigation menu, click Admin.
This opens the Admin area, where you can manage users, roles, logs, integrations, billing, configuration, and notifications.
Open the Users Tab
At the top of the Admin page, click Users.
This opens the page to view and manage all users in the workspace.
You can also filter users by:
All Users
Active
Invited
Role
Branch
MFA Status
Open the User Options Menu
Find the user whose MFA needs to be reset.
Click the three-dot options menu on the far right of that user’s row.
From the dropdown menu, click Manage MFA.
Important: Do not click Reset Password if the issue is only related to multi-factor authentication.
Review the Manage MFA Window
The Manage MFA window will open.
This window may include the following options:
Reset MFA
Regenerate recovery code
Send MFA setup email
Sign out remembered devices
To continue with an MFA reset, click Reset MFA.
This removes all enrolled MFA factors, and the user will need to enrol again at their next login.
Confirm the MFA Reset
A confirmation prompt will appear.
Review the message carefully, then click Reset MFA to confirm.
If you do not want to continue, click Cancel.
Important: Resetting MFA removes the user’s current enrolled MFA factors.
Check the Success Message
After the reset is completed, a confirmation message appears at the bottom of the screen.
Example:
MFA Reset
[User’s name]’s MFA has been reset successfully.
This confirms that the user’s MFA was reset, and they will need to set it up again the next time MFA is required.
What Happens Next
After MFA is reset:
The user’s existing MFA factors are removed
The user must set up MFA again on their next MFA-required login
Any previous MFA enrolment on their lost or old device will no longer be used
Troubleshooting
If you cannot reset a user’s MFA:
Make sure you are in Admin > Users
Check that you have permission to manage users
Confirm you selected Manage MFA
Make sure the user exists and is visible in the list
Refresh the page and try again
Contact an administrator if the option is missing