How to Reset a Client's MFA
When to Reset MFA
Reset a client's MFA when they:
- Did not complete MFA setup during their initial login
- Lost access to their authenticator app or phone
- No longer have their recovery code
How to Reset MFA
Once reset, notify the client that they can log in again and will be prompted to complete MFA setup from the beginning.
Video Overview
Things to Keep in Mind
- The client will need to complete the full MFA setup process again after the reset.
- A new recovery code will be generated once they complete setup.
- If you're unsure whether a reset is needed, confirm with the client that they've already tried their recovery code before proceeding.
- Only a CSM can reset MFA for individual users the account admin does not have access to do this.
Client-Facing Article
For more information, refer to the external article on MFA: How to Complete or Reset Multi-Factor Authentication (MFA)