Resetting a user’s MFA

When a user loses their authenticator, they can first sign in with one of the recovery codes they saved at setup: they click Use a recovery code on the two-factor page, and each code works once. If they have no recovery codes left, an Owner has to reset their MFA so they can re-enroll.

Who this is for: Owner only. An Admin, Editor or Viewer does not see Reset MFA and cannot do this.

Steps

1. Open Settings → Organization → Users.
2. Find the person in Team members.
3. On their row, click Reset MFA, then confirm the browser prompt (“Reset MFA for …?”).
4. The user can now sign in normally; on their next sign-in they’re prompted to enroll a new authenticator.

Common issues

• No Reset MFA button — resetting somebody else’s MFA is Owner-only. This is a role, not a capability: no tick box on your row will produce the button, and an Admin does not have it either. Ask an Owner.
• User says MFA still required after reset — they need to fully sign out and back in; the JWT they had cached still thinks MFA was already done.

Last updated: 2026-09-25 · Applies to: CartonCrew v1.678+