Resetting a User's Two-Factor Authentication

Resetting Users Two-Factor

The Administrator (Owner) on Standalone accounts and the Agency Administrator (Owner) on Agency accounts can reset all users' Two-Factor Authentication methods if a user within their account/agency can no longer access CallTrackingMetrics through their 2FA method(s) of choice. To do so, please complete the following:

  1. Go to Settings > Manage Users.
  2. Click Edit next to the user who needs to have their two-factor method(s) reset.
  3. Scroll to Multi-Factor Methods.
  4. Click Add/Edit beside the two-factor method being reset. The active methods will be indicated by a green circle.
  5. You will be prompted to re-authenticate as these are sensitive security areas.
  6. Disable the two-factor method.

    Once this is complete, the next time the user logs in to CTM they can enable their two-factor method(s) of choice. 

How to reset your Two-Factor Authentication phone number (while logged into CTM):

  1. Click on the Account Detail dropdown in the upper-right corner of your account.
  2. Click on Profile.
  3. Scroll to Multi-Factor Methods.
  4. In SMS/Text Message, click the Add/Edit button. A code will be sent to the current device you have registered. 
  5. Enter the code when prompted.
  6. Enter a new phone number to register. A code will be sent to the new device you want to register.
  7. Enter confirmation code when received via SMS.

    Your new phone number should now be registered for the SMS Two-Factor Method.
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