UserLock Documentation
UserLock Documentation

UserLock Frequently Asked Questions

How do I reset an MFA key for a user who has lost/replaced their phone?

There are several ways to reset an MFA key in the UserLock console.

  1. If a user clicks the “Ask for help” button when trying to log in, you can reset the key in the “Help requests” section of the MFA dashboard.
  2. In the "Help requests" section of the MFA dashboard, you can use the “Reset an MFA key” button to reset any user’s key.

    Help requests

  3. In the "User sessions" view, select a user account, then "Reset the MFA key".

    User sessions

  4. In the "Protected accounts" tab, you can reset the MFA key by selecting the user and either right-clicking in the drop-down menu or using the menu on the left.

    Protected accounts