You can reset a client’s multi-factor authentication (MFA) if they have changed device, can no longer access their authentication method or are experiencing problems using MFA.

Please note: resetting MFA removes the clients existing authentication setup. The client will need to register a new method when they next login in.

Resetting MFA on the platform

1. Search for and open the client’s record on the platform.

2. Select the blue ‘Client actions’ button.
3. Select ‘Reset MFA’.

What happens after MFA has been reset?

The reset is now complete. When the client next logs in using their registered email address and password, they will be invited to set up MFA again.

The client can select either ‘Yes please, set up now’ or ‘No thanks, remind me later’.

Setting up MFA again

If the client chooses to set up MFA, they can select from the authentication methods supported by their device.

Authenticator app

The client should check that they have Google Authenticator or another compatible authenticator app installed on their device, then select ‘Google Authenticator or similar’.

The client should open their authenticator app and add a new account. They can scan the QR code shown on screen or enter the setup code manually. The app will generate a one-time code, which the client should enter on the platform.

Fingerprint or facial recognition

The client selects ‘Fingerprint or Face Recognition’, followed by ‘Continue’.

Whether fingerprint or facial recognition is offered will depend on the client’s device and its security settings. Once registration is complete, the client will see a ‘Device registration successful’ message.

Security key or passkey

The client selects ‘Security Key’, followed by ‘Use security key’.

The client should select the appropriate option for their device and follow the on-screen instructions.

Once the client has authenticated successfully, they will see a confirmation screen.

The client can select ‘Back to Log in’ to return to the login screen and enter their email address and password. In some cases, the platform may log them in automatically.

Choosing “No thanks, remind me later”

The client can continue to log in using their registered email address and password. They will be prompted again to set up MFA after 30 days.

Please note that MFA is not mandatory at this stage. If the client does not wish to set it up, they can select ‘No thanks, remind me later’.