In many cases, when someone has issues with Multi-Factor Authentication (MFA), it is because they do not know where to find their one-time password (OTP). They will find their MFA OTP either in the Authenticator App they used when they set up their MFA or via text to the number they set up their MFA with. Please see Getting Started with MFA for more information.
Note: Administrators are tasked with helping employees resolve MFA and login challenges, as WorkBright does not provide direct support for these issues.
If they have checked these places and they are still stuck. We have two options. They can use the backup codes that they should have saved during their initial setup (more info found here), or we can reset or delete the current MFA configuration for that staff member. It is recommended to store backup codes in a secure location, such as a password manager, to ensure they are accessible when needed.
Note: Deleting will only remove the current configuration; it will not prevent your staff from using MFA. The staff member will be prompted to reconfigure their MFA the next time they log into their account.
To reset a user's MFA, go to “Settings” in your navigation bar.
Note: Administrators can access MFA management tools only if MFA is enabled at the organizational level for at least one user group.
Go to the sidebar on the right-hand side of the screen and scroll down to “SECURITY” and click on “Multi-Factor Authentication (Users)”.
This will open a page showing all your staff with their MFA currently configured.
Ten emails will be displayed per page. A new page will be created for every set of 10 users.
You will be able to navigate these pages via the page navigator at the bottom of the page.
You can search for a staff member by manually browsing the list or using the email search box at the top.
Once you have found the user you are looking for, click their highlighted email address.
On this screen, we will see their Full Name, Email, what is used to receive their one-time password “OTP” (Auth App or Text), Last Authentication, and Initial Configuration.
If your staff member is using text instead of an Authenticator App, the top bullet will look like this, with the authentication number displayed.
To reset this user's configuration, just click the “Delete” button.
After you click the “Delete” button, a pop-up will appear to confirm the action. Click “Cancel” to stop the reset or click “OK” to proceed to reset the MFA.
Note: Deleting will only remove the current configuration; it will not prevent your staff from using MFA. The staff member will be prompted to reconfigure their MFA the next time they log into their account.
After you click “OK”, you will be taken back to the Multi-Factor Authentication (Users) main page. If you have multiple pages, you will return to page 1.
At the top of the screen, you will see an indication that you have successfully reset or removed the current MFA configuration for that user.
From this point, your staff member will be able to reconfigure their MFA upon logging back in. During this reconfiguration process, they will also have the opportunity to generate new backup codes, which should be securely saved for future use.
You can follow our Getting Started with MFA help center article to reconfigure the MFA.
Great work, you have now learned how to reset MFA for our staff.
Best Practices for Managing MFA and Backup Codes
Always store backup codes in a secure location, such as a password manager.
Regularly review and update MFA settings to ensure account security.
Follow organizational guidelines for MFA setup and management.