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How to reset MFA for another user

Updated over a week ago

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.

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, and manage 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.

How to reset MFA for another user

If another user needs help to reset their MFA, and you have access to add and manage user accounts:

  1. Log into your SiteMinder platform with your own credentials.

  2. Click on your property name > select User Management.

  3. Find the user profile that needs an MFA reset.

  4. Click on the three dots (ellipsis) button next to their name.

  5. Select Edit this user.

  6. You will need to verify with your own MFA.

  7. Under Security settings next to multi-factor authentication, click on “Reset”.

  8. Click the Confirm button to reset the user’s MFA.

  9. 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.

If no one at your property has User Management access, or if those users are unavailable, contact us for assistance.

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