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  • 1.  MFA

    Posted 3 days ago

    In our environment MFA is off globally, which I understand still allows MFA to be offered to individuals. When reviewing the options to administrate MFA as an administrator to an individual it is not offered because as mentioned MFA is off globally. 

    User >> Click 3 dots >> Reset MFA device -- which of course is not offered. 

    So as it stands as the administrator for an environment I am unable to clear these issues for a user and they are unable to log into the account because they do not have the device. Does anyone know of a way to manage MFA devices attached to an account if the MFA device is no longer available and the account is logged out ? 


    #Security
    #System/PlatformAdministration

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    Keith Eggleston
    na
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  • 2.  RE: MFA
    Best Answer

    Posted 2 days ago

    Hello Keith,

    In my Dev Org, I have Require Multi-Factor Authentication currently toggled to OFF. I was able to pull up a list of my users and reset their MFA device using the instructions in this Resource Center article

    1. Click Menu > User Management > Users.
    2. Find the user using the Search field or by paging through the list.
    3. Click  and from the menu that appears, click Reset MFA Devices.
    4. Click Yes to confirm the device removal.

    If you are unable to do this, I would recommend making sure that you have the following permissions:

    • MFA > Verifier > View
    • MFA > Verifier > Edit
    • MFA > Verifier > Delete

    If the user cannot access their MFA device, they must contact  to reset the MFA device settings from Genesys Cloud.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


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