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Multi-factor authentication (MFA): Resetting a user's MFA

Updated

Overview

This guide explains how admins can reset multi-factor authentication (MFA) for Connect users who can't access their authenticator app.

When to reset a user’s MFA

You will need to reset a user’s MFA when the user has:

  • lost the phone where they have set up their authenticator app. This is important to prevent unauthorised access.
  • a new phone where they need to set up an authenticator, or if they need to reinstall their authenticator on an existing phone.

These are the same scenarios covered in the Common issues and solutions section of Multi-factor authentication (MFA): Setup and troubleshooting that users should try first.

Who can reset

Only users with Operator or Editor roles can reset a user’s MFA. These are the same roles that have permission to create user accounts.

If you can't find the Reset MFA option:

  • Confirm you have Operator or Editor role permissions.
  • Try refreshing the page or logging out and back in.
  • Contact your admin if the issue persists.

How to reset a user’s MFA

Step 1: Navigate to team access

  1. Log in to Connect as an Operator or Editor.
  2. Go to the Team Access section.
  3. Locate the user whose MFA needs to be reset.
Team_Access.webp

Step 2: Reset MFA

  1. Click the Actions menu (⋯) next to the user's name.
  2. Select "Reset MFA" from the dropdown menu.
  3. Confirm the action in the dialog that appears.

Step 3: Inform the user

Immediately notify the user that their MFA has been reset:

  • They will be logged out of all active sessions.
  • They must log in to Connect again to access their account.
  • They will be prompted to set up MFA with a new QR code during their next login.
  • No email notification is sent automatically.

What happens after reset

  1. User is logged out: All active sessions are terminated immediately.
  2. Next login requires MFA setup: User must scan a new QR code with their authenticator app.
  3. Previous codes invalid: Any codes from their old authenticator setup will no longer work.
  4. No notifications sent: The user receives no automatic email or app notifications about the reset.

User instructions to provide

Direct users to the MFA setup guide for detailed steps, or share these quick steps:

  1. Download an authenticator app if needed (see the main MFA guide for recommended apps).
  2. Log in to Connect with their username and password.
  3. Scan the QR code displayed on the screen with their authenticator app.
  4. Enter the 6-digit code from their authenticator app to complete setup.

Security best practices

Before resetting a user’s MFA, it’s important to verify their identify. Check with your organisations security protocols.

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