If a user in your Addigy tenant is locked out because of a multi-factor authentication (MFA) problem — a lost or replaced phone, a deleted authenticator entry, or codes that no longer work — you can clear their MFA enrollment from the Addigy portal. Resetting MFA lets the user set up a new authenticator the next time they sign in, without needing a support ticket.
Overview
Resetting MFA removes the MFA configuration currently attached to an Addigy user account.
- What it does: Clears the user's existing MFA enrollment so they are prompted to reconfigure MFA at their next login to the Addigy portal.
- Who it's for: Addigy users with the Owner role, who administer the other users in the tenant.
- Key benefit: Restores access for a locked-out teammate in a few clicks, while keeping MFA enforced — the user must enroll a new authenticator before they can get back in.
Prerequisites
- An Addigy user account with the Owner role. Only Owners can reset MFA for another user.
- The email address of the user whose MFA you need to reset.
Note: You cannot reset your own MFA this way if you are the only user in your tenant. See the FAQ below.
How to Reset MFA for a User
Use this when a user reports that they cannot complete the MFA step at login.
- Navigate to Account > Users.
- Locate the user in the Users table.
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Open the actions menu for that user's row and select Reset MFA....
- Read the confirmation warning, then confirm the reset.
The user's MFA enrollment is cleared immediately. The next time they log in to the Addigy portal, they are prompted to configure MFA again.
Note: Let the user know before you reset their MFA. They will need their authenticator app ready to complete the new enrollment at their next sign-in.
Frequently Asked Questions
Who can reset MFA for another user?
Only Addigy users with the Owner role. If you do not see the Reset MFA... action, your account needs to be elevated to the Owner role. See Managing User Privileges Within Addigy.
What happens to the user after the reset?
Their existing MFA configuration no longer works. They must reconfigure MFA the next time they log in to the Addigy portal.
I am the only user in my tenant and I am locked out. What do I do?
Because the reset must be performed by another Owner, you cannot unlock yourself. Open a ticket with Addigy Support for assistance.
The user still cannot sign in after resetting MFA. What now?
Confirm they are using the correct email address, and that the issue is MFA rather than a forgotten password — see Resetting Addigy Password. If they still cannot sign in, open a ticket with Addigy Support.