UserLock Frequently Asked Questions
What if my users lose their token? How can they connect?
If a user loses their token, and has not configured a backup MFA method, then the administrator will need to temporarily disable the MFA until they have found or replaced the token. Another option is to reset the MFA key and allow the user to configure using an authentication application such as Microsoft Authenticator.
As a best practice, you should apply the option that enforces a user to configure an alternative authentication method. For more details on how to configure this setting, see here.