Help centre / Your account, billing and support
Reset someone's two-factor
Let someone who lost their phone and recovery codes set up two-factor again.
Reset it
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Step 1: Open the person's record, then the Sign-in tab.
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Step 2: Press Reset two-factor, and confirm it is you.
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Step 3: Under Why, say what happened, such as a lost phone.
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Step 4: Press Reset two-factor.
More detail
They set it up again when they next sign in.
More detail
Only do this once you are sure it is them asking, for example by speaking to them.
Stuck?
It says I can't reset my own two-factor
Use one of your recovery codes, or ask another owner to reset it.
It says I must turn on two-factor first
Only someone who signs in with two-factor can reset someone else's. Turn it on under Your account and security.
It says they are an owner
Another owner must reset an owner's two-factor.
It says they have no two-factor set up
There is nothing to reset. They turn it on from Your account and security.
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