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When a teammate enters too many wrong two-factor authentication (2FA) codes, Fintoc blocks their 2FA and they can’t sign in to the dashboard. From the Team section, you approve a reset with your own 2FA code, and Fintoc emails your teammate a link to set up 2FA again.

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Before you begin

To reset a teammate’s 2FA, you need the following:
  • The Manage access level on the Team resource. Among the predefined roles, only Admin includes this access level. See Permission roles.
  • Active 2FA on your own account. You confirm every reset with a code from your authenticator app.
You can’t reset your own 2FA. If your 2FA is blocked, ask another Admin in your organization to reset it. If no other Admin can, contact support through the chat.

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Check your teammate’s 2FA status

The 2 Factor Authentication column in the Team section shows the 2FA status of each user. To open the Team section, see Manage your team. Fintoc locks 2FA in two stages:
  1. OTP temporarily blocked: After three wrong codes in a row, Fintoc blocks 2FA for 10 minutes. You can’t reset 2FA in this status. Your teammate waits 10 minutes and tries again.
  2. OTP blocked: If the first code after those 10 minutes is also wrong, Fintoc blocks 2FA until an Admin resets the teammate’s 2FA. The dashboard grays out the teammate’s row.
A 2FA lock applies only to the organization where your teammate entered the wrong codes.

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Allow the 2FA reset

Approve the reset from the teammate’s row in the Team section:
  1. Find the teammate whose status is OTP blocked.
  2. Open the options menu (…) at the end of the row and select Allow MFA reset.
    Team section with the options menu of a blocked user open and the Allow MFA reset option highlighted
  3. Enter the 6-digit code from your own authenticator app.
    Dialog titled Allow Test User 1 to restore their access, with a 6-digit code field and an Authorize button
  4. Click Authorize.
The dashboard confirms with MFA reset link sent and shows the email address that received the link. You can also start the reset from the teammate’s detail page: click their row, and then click Allow on the Blocked user banner.
Codes you enter in this dialog count toward your own 2FA attempt limit. If you enter three wrong codes in a row, Fintoc temporarily blocks your 2FA too.

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Set up 2FA again

Your teammate receives an email with the subject Reset your two-factor authentication. To restore access, your teammate follows these steps:
  1. Your teammate opens the link in the email. If the dashboard asks them to sign in, they sign in with the email address that received the link.
  2. Your teammate scans the QR code with an authenticator app, such as Google Authenticator.
  3. Your teammate enters the 6-digit code that the app shows and clicks Confirm.
The 2FA status changes to OTP active, and your teammate can use the dashboard again. The link expires 24 hours after you send it and works only once. If the link expires, the dashboard shows Invalid reset link. Allow the reset again to send a new link.

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Reset the 2FA of a teammate who lost their device

If a teammate loses or replaces the phone that has their authenticator app, you can reset the teammate’s 2FA without waiting for a block. Open the options menu on the row of a teammate whose status is OTP active and select Start MFA reset. The rest of the flow matches Allow the 2FA reset. When you authorize the reset, Fintoc blocks the teammate’s current 2FA immediately. Your teammate can sign in and approve transfers again after setting up 2FA again.