If a user is doesn't remember what method they selected for MFA or they are having trouble getting their MFA to work, a full access admin (External User Administrator) can reset a user's security device from within the Merchant Portal.
- Log into the Merchant Portal.
- Go to Administration in the left sidebar.
- Click User Administration.
- Locate the user that needs their security code device reset and click View.
- Review all actions options on the right.
- If you see Unlock User, the user is locked. You must click to unlock them before they can successfully log in again. If you see Lock User, the username is not locked.
- Click Reset Security Code Device.
- Click Change Password.
- When the user clicks the link to change their password, they will be able to set up a new MFA option during the login process.