Resetting a User's Two-Factor Authentication

Resetting Users Two-Factor

If you're the Administrator (Owner) on a Standalone account or the Agency Administrator (Owner) on an Agency account, you can reset the Two-Factor Authentication (2FA) methods for all users if someone in your account or agency can't access CallTrackingMetrics through their chosen 2FA method. To reset the 2FA, please follow these steps:

1. Go to Settings > Manage Users.
2. Click Edit next to the user who needs to reset their two-factor method(s).
3. Scroll to Multi-Factor Methods.
4. Click Add/Edit next to the two-factor method you want to reset. A green circle will indicate the active methods.
5. The system will prompt you to re-authenticate because these areas are sensitive to security.
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.
   
   You should now have your new phone number registered for the SMS Two-Factor Method.