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Reset multi-factor authentication (MFA) for another user's account when the user can no longer complete MFA verification.

Administrators can reset MFA for another user's account from the User Accounts screen. Reset a user's MFA when they can no longer complete MFA verification after losing their MFA device and reset code. The user can then set up MFA again without opening a support case.
Before you reset MFA for a user, verify the following:
  • Your user role includes the Configure account settings permission.
  • The account belongs to a single Business ID. Accounts that belong to more than one Business ID are not eligible.
  • The account is a supported account type. IdP-Only SAML Group Accounts are not supported because TrendAI Vision One™ might not have access to individual user information for these accounts and cannot send them email notifications.
The following table outlines the account types that support admin-level MFA reset.
Account type
Supported
Local Account
Yes
SAML Account
Yes
SAML Group Account
Yes
IdP-Only SAML Group Account
No

Procedure

  1. Go to Administration → User Accounts.
  2. Locate the target user account.
    Use the search bar or the filters to narrow the list by account type or user role.
  3. Click the ... button (for more options) in the row for the user account, and then select Admin-level MFA reset.
  4. In the confirmation dialog, verify the user name, user account (email address), and account type.
  5. Click Reset MFA to confirm.
The user receives an email notification with a link to set up MFA, and is prompted to complete MFA setup at their next sign-in. TrendAI Vision One™ records the reset in the audit log.
Note
Note
The Admin-level MFA reset option is unavailable for your own account. To reset your own MFA, go to the Account Settings screen using your profile picture in the upper-right corner of the TrendAI Vision One™ console. For more information, see Reset MFA for your user account.