How to Reset MFA Setup for a Customer Account

If a customer loses access to their Authenticator app, they can reset their MFA (Multi-Factor Authentication) setup and connect their account to a new device. This guide explains how the reset works and what customers can expect during the process.

In this article

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

Prerequisites

Why resetting MFA may be required

Customers may need to reset MFA when they lose access to the device that holds their Authenticator app – for example, if their phone is replaced, reset, or lost. Resetting MFA lets them scan a new QR code and regain access without requiring staff intervention.

• Restores access without removing MFA from the account.
• Ensures continued security by generating a brand-new Setup Key.
• Allows login from a new device with minimal downtime.

Step 1: Request a new MFA Setup Key

1. Go to the login page and enter your email address and password.
2. On the MFA code entry screen, click “Reset Setup Key”.
3. Enter your email address when prompted.
4. Check your email inbox for a message containing a secure reset link.
5. Click the reset link in the email to open a new MFA setup screen.

Step 2: Set up your authenticator app again

1. Open your authenticator app (Google Authenticator, Microsoft Authenticator, Authy, etc.) and:
   • Either scan the new QR code, or
   • Manually enter the Setup Key.
2. Enter the 6-digit code from your app in the new MFA setup screen and click Login.

Best-practice tips

• Set up your authenticator app on a new device immediately after requesting a reset to avoid being locked out.
• Keep your device’s date and time set automatically; incorrect time settings can cause MFA codes to fail.
• Use an authenticator app that supports secure backups (such as Authy) if you frequently change devices.
• Never share your MFA Setup Key or QR code – treat it like a password.
• Complete the reset process in one session, as the Setup Key is shown only once.

Troubleshooting

I didn’t receive the MFA reset email

• Check your spam or junk folder.
• Confirm you entered the correct email address associated with your account.
• Wait a few minutes and try requesting the reset again.

The MFA code is not accepted

• Ensure you are entering the current 6-digit code (codes expire every 30 seconds).
• Verify that your device’s time and timezone are set automatically.
• Make sure you scanned the new QR code, not one from a previous setup.

The reset link has expired or already been used

• Return to the login screen and request a new MFA Setup Key.
• Use the reset link as soon as it arrives, as links are time-limited for security.

FAQs

Does resetting MFA turn it off?

No. Resetting MFA keeps MFA enabled and simply generates a new Setup Key so you can connect a new authenticator device.

Can support reset MFA for me?

In most cases, customers can reset MFA themselves using the secure reset link. Support may assist only if account access cannot be restored through the standard process.

Can I reuse my old authenticator app setup?

No. Each reset generates a brand-new Setup Key. Previous MFA configurations will no longer work.

Is MFA required after the reset?

Yes. Once MFA is enabled on your account, it remains required for login unless you explicitly disable it in your account settings.

Related Articles

• How Customers Can Enable or Disable MFA on Their Account
• How Customers Log In With MFA for the First Time