Account Management

Two-factor Authentication Reset

Admins can now reset two-factor authentication for a member from Team Management when the member loses access to their authenticator app.

Resetting a member’s 2FA removes their enrolled 2FA device, logs them out of all active sessions, and sends them a password reset email. The member must reset their password, then set up 2FA again the next time they sign in if 2FA is required for the organization.

Reset 2FA for a team member

To reset a member’s 2FA:

  1. Go to Settings > Organization > Team Management.
  2. Find the member who needs help.
  3. Open the member’s actions menu.
  4. Click Reset 2FA.
  5. Review the confirmation message.
  6. Confirm the reset.

Close logs the member out of all active sessions and sends a password reset email to the member’s email address.

What the member needs to do next

After an admin resets 2FA, the member needs to:

  1. Open the password reset email from Close.
  2. Create a new password.
  3. Sign in to Close again.
  4. Set up two-factor authentication again, if required.

If the organization requires two-factor authentication for password sign-ins, the member cannot access the organization until they complete 2FA setup.

When admins can’t reset 2FA

Admins can’t reset 2FA in these cases:

  • The admin is trying to reset their own 2FA from Team Management.
  • The member belongs to multiple Close organizations.
  • The custom user account does not have permission to manage the organization.

If an admin can’t reset a member’s 2FA in Close, please contact Close Support.

Security notes

Only reset 2FA after confirming the request is legitimate. Resetting 2FA removes the member’s current 2FA device.

If the member still has access to Close, they can update their own 2FA from their account settings instead of asking an admin to reset it.