How to Reset MFA Setup for a Staff Account

If a staff member loses access to their authenticator app, they can reset their MFA (Multi-Factor Authentication) Setup Key to regain access without disabling MFA. This guide explains when to use this option and how to securely complete the reset process.

In this article

• Prerequisites
• Why reset your MFA Setup Key?
• Step 1: Request a new MFA Setup Key
• Step 2: Set up your authenticator app again
• Best-practice tips
• Troubleshooting
• FAQs
• Additional resources

Why reset your MFA Setup Key?

Resetting your MFA Setup Key lets you safely restore access when you can’t use your old authenticator app – for example, if your phone is lost, stolen, or replaced.

• Regain access quickly without waiting for an administrator to disable and re-enable MFA.
• Keep your account secure by issuing a brand-new Setup Key instead of turning MFA off.
• Ensure only you can log in by pairing your account with a fresh QR code and Setup Key.

Step 1: Request a new MFA Setup Key

1. Go to the login page and enter your email address and password.
2. Click Login.

3. On the MFA code entry screen, click “Reset Setup Key”.

   
4. When prompted, enter your email address again and confirm.

5. Check your email inbox for a secure MFA reset link from DecoNetwork.

   Be sure to also check your spam or junk folder.

6. Click the reset link in the email.

   You’ll be redirected to a new MFA setup screen with a new QR code and Setup Key.

   

Step 2: Set up your authenticator app again

1. Open your authenticator app (Google Authenticator, Microsoft Authenticator, Authy, etc.) and:

   • Either scan the QR code, or
   • Manually enter the Setup Key.

   Your authenticator app will begin generating 6-digit time-based codes.

2. Enter the latest 6-digit code from your authenticator app in the new MFA setup screen and click Login.

Best-practice tips

• Label your account in the authenticator app so you know which entry is for DecoNetwork.
• Keep your email secure. The reset link is sent to your inbox, so use a strong password and enable MFA where possible.
• Use one trusted device for your MFA codes to reduce security risks.
• Talk to your admin if you often switch devices and lose access.

Troubleshooting

• No reset email received
  Check spam/junk. If still missing, verify your login email and ask an administrator to confirm your account status.
• Reset link expired
  Submit the reset request again from the MFA screen.
• Authenticator code rejected
  Ensure your device's date and time are set to automatic. If issues continue, remove the old entry and re-scan the QR code.
• No access to your email
  You must contact an administrator for assistance.

FAQs

Does resetting my MFA Setup Key turn MFA off?

No – it keeps MFA on and simply gives you a new Setup Key and QR code.

When should I reset my MFA Setup Key?

When you can log in with your password but lost access to your authenticator app.

What if I don’t remember my password?

Use Forgot your password? first, then follow this guide.

Additional resources

• How Staff Log In With MFA for the First Time
• How to Enable or Disable MFA for all Staff Accounts
• How to Enable or Disable MFA for Individual Staff Accounts