Reset a User's 2-Step Login
Purpose: This guide helps administrators resolve issues when an employee or a non-employee user is unable to receive their 2-Step Login verification code or needs to update their phone number associated with their 2-Step Login settings. For non-employee users, the reset can only be done through Settings. For employees, both Settings and the employee profile options are available.
Table of Contents
Option 1: Reset via Settings (for all users)
To reset a user's 2-Step Login using Settings:
- Navigate to Settings > Login Settings.
- Click on the gear icon in the top right corner to access the dropdown menu.
- Select Reset Employee's 2-Step Login from the menu.
Under "Who needs the reset?" click the down arrow to open a dropdown menu. This menu lists all users (employees and non-employee users) who have 2-Step Login enabled.
Select the specific user whose 2-Step Login you need to reset and click Reset to complete the process. The employee will be prompted to set up an authentication method the next time they log in.
Option 2: Reset via employee profile (for employees only)
To reset an employee's 2-Step Login through their employee profile:
- Go to the action menu (three-dot icon) on their employee profile.
- Hover your cursor over the Security option.
- Select Reset 2-Step Login.
Confirm the reset by clicking Yes, Reset. The employee will receive a notification prompting them to set up an authentication method the next time they log in.
Administrators have the option to grant users in a custom access level the ability to reset a user's 2-Step Login.
What if I (admin) get locked out of my account with 2-Step Login enabled?
- If another admin is available, please ask them to reset your 2-Step Login.
- If no other admin is available, use the backup codes you created when setting up your 2-Step Login.
- If neither option is possible, please contact our Customer Support team via phone. Written approval from a Full Admin user will be required for verification.