For Helpdesk: How do I reset a user's 2FA method?
Answer
When users are unable to access their OneLogin account (for example, if a user gets a new phone), we may want to reset their 2-factor authentication method. This will prompt them to set up their 2FA method again the next time they log in to OneLogin.
When someone contacts the desk with not being able to access their account,
- Log in to your OneLogin account and click "Administration > Users."
- Search for the user and verify their identity just like we do for passwords.
- Click "Authentication" at the left.
- Scroll down to "Multi-factor methods."
- Click on the method to delete it. (In the case of a user getting a new phone, you will probably want to delete the Protect method.
- You will have the option to "Delete" this method.
- Instruct the user to try to log in to OneLogin again on their computer browser. They should be prompted to set up their preferred 2FA method again.
If users need instructions on setup, please see this webpage for further information: https://www.carthage.edu/library/technology-support/onelogin-help/
We highly recommend users set up at least two types of 2FA, in case one doesn't work (or they get a new phone). That way they wouldn't necessarily need intervention from us. Instructions are here: https://carthage.libanswers.com/faq/352401