How do I reset my MFA?

Who can do this

You can remove your own MFA methods. An Owner or Admin can clear another user's MFA so they can re-enrol.

If you lose your phone or hardware key, you'll need an Owner or Admin to clear the MFA on your account — you can't do it yourself without a working second factor.

On your own account

1. Sign in (you'll need a working second factor or a backup code).
2. Open Account → Security → Authentication Methods.
3. Click Remove on the method you want to drop.
4. Confirm.

For another user (Owner or Admin)

1. Open Users in the customer portal sidebar.
2. Open the user's row.
3. Click Clear MFA in the actions menu.
4. Confirm.

Result

The user signs in once without MFA. If your organisation requires MFA, they're walked through enrolment immediately — they can't reach the rest of the portal until a new method is on file.

Backup codes

Always print or save the backup codes shown when you first enrolled. They let you sign in without an admin reset.

Related

• How do I enroll an authenticator app?
• How do I add a passkey?