Reset MFA devices of users

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Genesys Cloud allows administrators to reset multi-factor authentication (MFA) devices for users through the Admin page's People section. Administrators must possess specific MFA permissions (View, Edit, and Delete under MFA > Verifier) to perform this function. The reset process involves 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 user's existing MFA device. If users cannot access their MFA device, they must contact Genesys Product Support to reset MFA settings from the Genesys Cloud side. To prevent lockout situations, organizations should ensure multiple administrators have MFA-specific permissions. Users are responsible for maintaining MFA device security and backing up their MFA setup information.

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 as mentioned in the prerequisites section.

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.
Click and from the menu that appears, click Reset MFA Devices.
Click Yes to confirm the device removal.

If users cannot access their MFA device, they must contact Genesys Product Support to reset the MFA device settings from Genesys Cloud.

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Reset MFA devices of users