If you lose access to your authenticator app, we offer two secure ways to restore access to your account – depending on whether you are an administrator yourself or whether your account is managed by another administrative person.
Reset by administrator
Administrators can reset the two-factor authentication device that is stored for a user at any time.
Click your profile icon at the top right of the screen and then click Admin centre.
Now go to Users in the left-hand navigation area.
Click the name of the affected user.
In the user profile, scroll all the way down to the Two-factor authentication section.
Click the Recycle bin icon to remove the stored two-factor authentication device.
If two-factor authentication for user accounts has been made mandatory by administrators, then a new QR code for setting up a new device will be shown automatically to the user when they next try to log in. Otherwise, the user can set up two-factor authentication again whenever they want to in My profile.
Reset via support form
If no administrator is available – especially if an administrator loses access themselves – a manual, email-based process can be used instead.
