Resetting a team member's two-factor authentication

When a colleague loses the phone or device that holds their authenticator app, they can be locked out of Jump. A manager can reset their two-factor authentication (2FA) so they can set it up again the next time they log in.

How to reset someone's 2FA

1. Go to Users.
2. Find the team member in the list and open the ⋯ (actions) menu on their row.
3. Select Reset 2FA.
4. Confirm in the dialog.

What happens next

• The person's current authenticator app and recovery codes stop working straight away.
• They are signed out of Jump on every device immediately, so the reset takes effect straight away (they can't keep using an old session).
• The next time they log in, they'll be walked through setting up 2FA again.
• They'll receive an email letting them know their 2FA was reset — if they weren't expecting it, they should contact you.

Who can do this

Resetting 2FA is available to staff with the Management role. It's controlled by a dedicated "Reset two-factor authentication" permission, which you can grant to other roles under Settings → Practice Setup → Roles & Permissions.

Keeping track

Every 2FA reset is logged under Settings → Organization Settings → Audit log, on the Activity tab, showing who performed the reset and for whom.