If a user or admin's Multifactor Authentication/Two-Factor authentication device is no longer available to confirm login, an admin on the account can reset MFA for them.
Additionally, there are scenarios when you might need to reset MFA, such as transitioning to a new phone or addressing other login issues.
Prerequisites
The person performing the reset must be an admin for the organization.
The admin completing the reset must have Enable 2-factor Authentication checked in their user account.
The user or admin in need of reset must have Enable 2-factor Authentication checked in their user settings.
In the situation where an admin no longer has access to the device configured for MFA and needs a new device registered, and no other admin account exists for the organization, ask to speak with a member of the Kno2 Healthcare Network Services (HCNS) team.
If you are the only admin, the system will need to perform the reset. Afterward, you will be prompted to re-enroll in MFA during your next login.
Resetting MFA
Navigate to Settings > Users or Network Users.
Search for the account requiring the reset.
Select the drop-down arrow on the same row as the user account information.
Select Reset MFA in the drop-down menu.
Select Confirm to trigger the reset.
If successful, a message will appear in the top right corner indicating the user’s MFA was reset.
The user will now be prompted to re-authenticate.
Once the user takes the appropriate actions to authenticate, the reset is complete.
No email notification is sent to users who need to re-register; they will be prompted to re-enroll in MFA during their next login.
For General Users Requiring MFA Reset
Regular users who cannot log in due to a lost or missing MFA device should contact their account admin for assistance. If your admin is unavailable, consult your organization’s IT team or your Kno2 Connected vendor for further help.
What to Expect After an MFA Reset
Following a reset, users will need to complete the MFA re-enrollment process during their next login. This ensures continued security of their account.