Resetting Two-Factor Authentication and Setting Up Multiple Devices

Overview

This article explains how to reset Two-Factor Authentication (2FA) when verification codes are not being received by text or call, how to configure a new authentication method after the reset, and how to set up an authenticator app on more than one device. Use this guidance when 2FA text or call codes are not arriving, or when you want a backup method available for logging in from different locations.

When to Reset Two-Factor Authentication

Consider resetting 2FA when:

  • Verification codes sent by text or call are not being received.

  • You need to change the phone number associated with 2FA.

  • You want to switch from text/call verification to an authenticator app (or add one as a backup).

  • You need to enroll an authenticator app on a new or additional device.

Who Can Reset 2FA

A 2FA reset must be performed by a firm owner or an administrator with access to Firm Staff Setup. The user whose 2FA is being reset does not perform this step themselves — an authorized firm administrator initiates the reset on their behalf.

How to Reset a User's 2FA

The firm owner or administrator should follow these steps to reset a user's 2FA:

  1. Log in to the system as the firm owner or an administrator.

  2. Navigate to Administration.

  3. Select Firm Staff Setup.

  4. Click the name of the user whose 2FA needs to be reset.

  5. On the user's setup screen, select the option to clear/reset 2FA.

  6. Confirm the reset when prompted.

After the Reset — Setting Up a New 2FA Method

Once the reset is complete, the affected user should:

  1. Fully close out of the program.

  2. Log back in to the program.

  3. When prompted, enter a new phone number to receive verification codes by text or call.

Alternatively, an authenticator app such as Google Authenticator can be used instead of a phone number to generate authentication codes.

Setting Up an Authenticator App

To use an authenticator app after the 2FA reset:

  1. Install the authenticator app (for example, Google Authenticator) on the device you want to use.

  2. Log in to the program. When prompted, select the option to set up an authenticator app.

  3. Scan the QR code displayed by the program using the authenticator app to link it to your account.

  4. Enter the code generated by the app to confirm the setup.

Setting Up the Authenticator App on Additional Devices

An authenticator app can be configured on more than one device — for example, a phone and a tablet — so verification codes are available whether you have your primary device with you.

How to Enroll an Additional Device

  1. Have the firm owner or administrator clear/reset your 2FA using the steps under "How to Reset a User's 2FA."

  2. Log back in to the program and complete the authenticator app setup.

  3. When the QR code is displayed, scan it with the authenticator app on the first device.

  4. Without closing the QR code screen, open the authenticator app on the second device and scan the same QR code.

  5. Confirm that both devices generate matching codes for your account.

After both devices have scanned the QR code, either device can be used to generate valid authentication codes going forward.

Tips for a Smooth 2FA Experience

  • Set up an authenticator app in addition to (or instead of) text/call verification so you have a working method when texts or calls are delayed.

  • Enroll the authenticator app on more than one device (for example, your primary phone and a tablet) so you always have access when working remotely.

  • If verification codes are consistently delayed, request a 2FA reset from your firm owner or administrator and re-enroll with an authenticator app.

  • Keep the phone number tied to 2FA up to date to avoid failed deliveries if you change carriers or numbers.

Key Takeaways

  • 2FA resets are performed by the firm owner or administrator through Administration > Firm Staff Setup.

  • After a reset, the user closes the program, logs back in, and enrolls a new phone number or an authenticator app.

  • An authenticator app (such as Google Authenticator) can serve as a reliable alternative when text or call codes are not being received.

  • The authenticator app can be enrolled on more than one device by scanning the same QR code with each device during setup.

  • Adding a device typically requires the firm owner to reset 2FA first, then scanning the new QR code with each device you want to enroll.

 

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