Users with User Management access (users that can add and manage user accounts) can help reset multi-factor authentication (MFA) for other users who cannot access their accounts.
This allows you to handle MFA reset issues for colleagues at your property if they lose access to their MFA device, without needing to contact us.
Why you may need to reset MFA for another user
Users with User Management permission can reset MFA for another user when they:
Have lost their phone or device
Have deleted their authenticator app
Have restored their phone to factory settings
Are replacing their device
Cannot access their current MFA method for any reason
About User Management access
User Management access means you have permission to add new users, set permissions for user accounts, and manage who has access to your property in your SiteMinder platform. If you can see and access the User Management option when you click on your property name, then you have this access.
Note: User Management actions, including MFA resets, must be performed from a trusted device on a desktop or mobile web browser. The User Management page is not available in the SiteMinder mobile app.
How to reset MFA for another user
To reset another user's multi-factor authentication (MFA), you need User management permissions and you must be on a trusted device.
Log into your SiteMinder platform with your own credentials (from a trusted device on a desktop or mobile web browser).
Click on your property name > select User Management.
Once on the Manage users page, find the user profile that needs an MFA reset.
Click on the three dots (ellipsis) button next to their name.
Select Edit this user.
Under Security settings next to Multi-factor authentication, click on the three dots (ellipsis) button.
Select "Reset MFA”.
Click the Confirm button to reset the user’s MFA.
The user will then be prompted to set up a new MFA method the next time they log in or attempt an action that requires it.
Note: If you are not on a trusted device, when you click "Reset MFA”, you will be prompted to set up a trusted device first before you can confirm the reset. To add a trusted device, you need to verify with your MFA or passkey when prompted.
If no one at your property has User Management access, or if those users are unavailable, contact our support team for assistance.