Reset MFA devices of users

AI-generated summary

Genesys Cloud allows administrators to reset multi-factor authentication (MFA) devices for users through the Admin interface's People section. Administrators must possess three specific MFA permissions—View, Edit, and Delete under MFA > Verifier—to execute this function. The reset process requires navigating to Admin > People and Permissions > People > User Management > Users, locating the target user, and selecting Reset MFA Devices from the menu to remove the existing MFA device. Users are responsible for maintaining MFA device security and backing up their MFA setup information. If users cannot access their MFA device, they must contact Genesys Product Support to reset MFA settings from the Genesys Cloud side. Organizations should designate multiple administrators with MFA-specific permissions to prevent lockout scenarios where an administrator cannot log in due to MFA device issues. The reset confirmation removes the device from the user's account, after which users can re-register their MFA device.

PrerequisitesClick to expand

Genesys Cloud users must keep their MFA devices secure and back up their MFA setup information. Administrators can reset the MFA device of a user, if necessary.

Note: To reset MFA devices in the event that an administrator is unable to log in due to an issue with their MFA device, make sure that multiple administrators are granted with the MFA-specific permissions listed in Prerequisites.

To reset the MFA device, follow these steps:

Click Admin.
Under People and Permissions, click People.
Click Menu > User Management > Users.
Find the user using the Search field or by paging through the list.
For the selected user, click More and select Reset MFA Devices.
Click Confirm to remove the device.

If users cannot access their MFA device, they must contact Genesys Product Support to have their MFA device reset.

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