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.
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, please contact support@kno2.com.
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.
Troubleshooting MFA Reset Issues
If the reset does not resolve the MFA problem, try clearing the browser's cache and cookies. To do this, click the lock icon on the browser bar, select "Cookies," and remove them.
If there are still issues setting up the new authentication method, log out completely and log back in. This action can prompt reconfiguration of 2FA settings.