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  • 1.  MFA Mysteriously Required for One User

    Posted 10-24-2023 11:42
    Edited by Jason Kleitz 03-30-2026 11:05
    No replies, thread closed.

    Hello,

    We have one individual within our system that is being prompted for MFA in order to log into Genesys. MFA has never been turned on at the organization level.

    The person seeing this issues does not know if she accidentally clicked on something but she is currently unable to log into Genesys because of the MFA requirements. 

    I aqm hoping someone has had a similar experience with this issue and may know how to remove her account from MFA. I have asked our IT department to check her office 365 to see if she does have it enable. She has removed a Google authenticator from her phone, and I have created a second account for her using a different email address; all to no avail.  The second account returns an error of invalid credentials.

    If anyone has any ideas on how to remove the MFA for this user, please share!

    MFA prompt

     

    Tina


    #Omni-ChannelDesktop/UserInterface
    #Security
    #Other

    ------------------------------
    Tina Yocum
    Nxstage Medical, Inc.
    ------------------------------



  • 2.  RE: MFA Mysteriously Required for One User

    Posted 10-28-2023 18:12
    No replies, thread closed.

    This has been reported with several customer and the fact that you can't remove this once it is enabled.  Here is another link:  Multi-Factor Authentication - Beta - Genesys.  @Becky Powell, how can we remove MFA from a user's profile if we no long want them using it?  I see a domain set for MFA when I get the user details and expand Authorization.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: MFA Mysteriously Required for One User

    Posted 10-30-2023 15:07
    No replies, thread closed.

    Hi Robert, we do not plan to disable an individual user's ability to protect their Genesys Cloud account via MFA.

    What we are considering is not displaying the MFA when the user logs in via SSO or moving the tile to a less conspicuous location. Please stay tuned!



    ------------------------------
    Becky Powell
    Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: MFA Mysteriously Required for One User

    Posted 10-30-2023 15:02
    No replies, thread closed.

    Hi Tina, it sounds like your user registered an MFA device and now the system is prompting them to provide a passcode. You can reenable account access by resetting the user's device: https://help.mypurecloud.com/articles/reset-mfa-devices-of-users/

    If you need further assistance, please contact Customer Care. 



    ------------------------------
    Becky Powell
    Director, Product Management
    Genesys - Employees
    ------------------------------



  • 5.  RE: MFA Mysteriously Required for One User

    Posted 11-11-2024 10:54
    No replies, thread closed.

    Hello,

     did you solved this issue? how?

     I face the same problem. MFA was never enabled on this org and still this user is being asked for authentication with MFA. Of course I cannot reset the device since it's not enabled in the org.



    ------------------------------
    Mihai Vasiloiu
    Tech Lead Customer Interactions
    ------------------------------



  • 6.  RE: MFA Mysteriously Required for One User

    Posted 11-12-2024 12:29
    No replies, thread closed.

    Hi Mihai - 

    This has happened occasionally in our org. We also do not have MFA forced, however by Genesys Cloud design this means users can still activate/use MFA.

    The solution for our org was to reset the device in the People UI and then communicate to our staff to avoid choosing the "Account" option if/when it renders after logging in. 



    ------------------------------
    Tony Freestone
    Contact Center Applications Manager
    ------------------------------

    Original Message


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