How to remove two-factor authentication (MFA) for a firm user

If someone on your team gets a new phone, deletes their authenticator app or loses their backup codes, they can't get past the two-factor step when they log in. A Firm Admin can remove MFA from their account so they can log in and set it up again.

Before you start: You need to be a Firm Admin. If the user still has their backup codes, they can use those instead.

How to remove MFA for a firm user

1. Go to Settings > Firm > Users and click Manage.

2. Find the user and click Edit.

3. In the MFA Management box, check that the status says Enrolled, then click Remove MFA.

4. You'll see a message confirming that MFA was removed.

What happens next

The user can now log in without the two-factor code. If your firm requires MFA (the Multi-Factor Authentication Policy under Settings > Firm > Users), they'll be asked to set it up again on their next login. Let them know to have their authenticator app ready and to save the new backup codes somewhere safe.

Frequently Asked Questions

I don't see the Remove MFA button.

Check the status in the MFA Management box. If it says Not Enrolled, the user hasn't set up MFA, so there's nothing to reset.

Can I reset my own MFA?

If you can still log in, open Account Settings from the dropdown in the top right and choose Remove Two-Factor Authentication. If you can't log in, ask another Firm Admin to remove it for you. If you're the only Firm Admin, email support@decisionvault.com.

Is Remove MFA the same as Remove User?

No. Remove MFA only clears the two-factor setup, and the user keeps their access. Remove User takes away their access to your firm's workspace.

Can I reset MFA for a client?

This article is for firm staff. For client users, see How to set up two factor authentication for clients.