Overview

If a user loses access to their authenticator app (e.g. mobile phone is lost) or over-writes their account credentials accidentally (i.e. adds account for Sandbox environment), an Administrator can reset multi-factor authentication (MFA) for the end user either through the User Management screen or API (Swagger).

User Requirements 

Only Administrators can reset MFA for users on their Org.

Related Information/Setup

Please refer to the Multi-Factor Authentication Setup article for more information on setting up users with MFA. 

Resetting Multi-Factor Authentication through User Management 

1. From the Home screen, click the Administration icon.
   

   Administration Icon

2. From the Administrator settings menu, click User Management. 
   

   Administrator Settings Menu

3. Search the name of the user you want to reset MFA for and click their name.
   

   User Name

4. From the User Management: Edit User screen, under the Account Status section, click the Reset Org-Level MFA For This User button. 
   

   Reset Org-Level MFA For This User Button

5. From the Reset MFA for this user? pop-up, click the Reset MFA button to confirm.
   

   Reset MFA For This User? Pop-up

Resetting Multi-Factor Authentication through Swagger

1. From the Home screen, click the Administration icon.

   

   Administration Icon

2. From the Administrator settings menu, click Admin Overview.
   

   Administrator Settings Menu

3. From the Admin Overview screen, click the Swagger Docs tile under the Tools section.

   

   Swagger Docs Tile

4. From the Admin: Help screen, click the user topic to expand the list of endpoints and click Put /user/users/mfa/reset to open the parameters.

   

   API Endpoint

5. Click the example value to load the call into the body.
   

   Example Value

6. In the body section, replace the value 1 with the user ID. For information on how to retrieve a user ID, click here.

   

   User ID Value

7. Click the Execute button to execute the API call.

   

   Execute Button