A user can’t reset MFA when MFA is enforced for the company

AJ Suurhoff
AJ Suurhoff

If a user can’t access their multi-factor authentication (MFA) method and MFA is enforced for the company, follow the steps below to reset MFA for the affected user.

Who can use this feature?

  • Tenant admins.

What you’ll need

  • Admin access to the affected ControlMap tenant.

  • The affected user’s email address or user account details.

Reset the user’s MFA

Temporarily disable company-wide MFA enforcement, disable MFA for the affected user, and then re-enable company-wide enforcement.

  1. Sign in to the ControlMap MSP Portal and open the affected tenant.

  2. Navigate to Settings > Users.

  3. Temporarily disable MFA enforcement for the company:

    1. Clear Enforce MFA for all users.

    2. In the confirmation message, select Disable MFA.

      Note: This leaves MFA configured for existing users. It only disables the company-wide enforcement setting so you can reset MFA for the affected user.

  4. Locate the affected user.

  5. Under the Actions column select Disable MFA.

  6. Re-enable Enforce MFA for all users.

  7. Have the user sign in to ControlMap and configure MFA again.

Verify the reset

Confirm that the user can sign in and complete MFA setup. If the user still can’t access the tenant, contact ScalePad Support and include the tenant URL, affected user’s email address, and the error message.

Any questions? Reach out to our friendly, neighborhood support team by submitting a support ticket.
🎙️ Interested in attending a live Q&A session with our Product Adoption team? Sign up to attend ControlMap Office Hours and get real-time answers to your questions.

 

Was this article helpful?

Yes! No