Lost phone? Reset someone's 2FA
When someone loses their phone and their backup codes, an admin resets their two-factor sign-in. On Admin → Users you reach people in your company. Platform admins can reset anyone from Platform → All users.
- On Admin → Users, find the person. Each row shows 2FA: App, 2FA: Email or 2FA: Not set up.
- Click Reset 2FA on their row.
- The window “Reset 2FA for …?” says they will set up two-factor sign-in again at their next sign-in. Press Reset 2FA.
That clears their method, backup codes and trusted devices, and signs them out everywhere. Their next password sign-in goes to the setup screen. The reset is saved in their activity (see Change someone’s email, see their activity), and, if their email is confirmed, they get an email saying who reset it. If the email can’t be sent, the reset still goes ahead.
You can’t reset your own. Use your backup codes or ask another admin.
If something goes wrong
Section titled “If something goes wrong”| Message | Why | What to do |
|---|---|---|
| You can’t reset your own two-factor sign-in. | It’s your own row. | Use a backup code or ask another admin. |
| 2FA: Not set up | The person has none, so there’s nothing to reset. | Nothing to do. If your company requires 2FA, they set it up at next sign-in. |