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
- Go to Users.
- Find the team member in the list and open the āÆ (actions) menu on their row.
- Select Reset 2FA.
- 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 ā 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 ā Roles & permissions.
Keeping track
Every 2FA reset is logged under Settings ā User Activity, showing who performed the reset and for whom.