How to reset two-factor authentication for a user account
If two-factor authentication (2FA) is enabled for a UKCloud Portal customer account, users must use an authenticator app to generate a code to enter, as well as their user name and password, when logging in to the Portal to access the account.
If a user loses or replaces the device where their authenticator app is installed, they will be unable to generate the required code and therefore be unable to log in to the Portal. In this situation, an administrator must reset the user's 2FA so that they can set up 2FA on a different device.
This article is intended for Portal administrators who need to reset a Portal user's 2FA. The administrator must have set up 2FA on their own account to be able to carry out the steps in this article.
Resetting 2FA for a user account
Log in to the UKCloud Portal as a Portal administrator.
If necessary, switch to the account for which the user needs to reset their 2FA.
In the navigation panel, expand Contacts, then select All Contacts.
Locate the user account and click the Reset 2FA button.
In the Confirm dialog box, click Yes to continue.
The next time the user attempts to log in, they'll be prompted to set up their 2FA again. For more information, see How to set up two-factor authentication for a user account.
If you find a problem with this article, click Improve this Doc to make the change yourself or raise an issue in GitHub. If you have an idea for how we could improve any of our services, send an email to firstname.lastname@example.org.