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How do I reset a user’s Two-Factor Authentication (2FA)?

These steps will help you reset a user's two-factor authentication when necessary.

From time to time, platform users might experience difficulty logging into the system due to a two-factor authentication (2FA) issue which will require their 2FA to be reset.  If this occurs at your firm, your user administrator (with a Partner Admin role) can take the following steps to reset a user's 2FA:

  1. Navigate to the Global view (no client selected)
  2. Click on Client & User Management
  3. Click on the Users tab
  4. Find the user who requires a 2FA reset
  5. Click on the three dots, from the Action column of the user requiring 2FA reset
  6. Click on Reset 2FA
  7. The next time the user logs into the platform they will be prompted to set up their 2FA. You can instruct your user to take the steps in the guide: How do I set up my two-Factor Authentication (2FA) when my 2FA has been reset?