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This guide explains how content management system (CMS) SDP site admins can disable /clear a user’s two-factor authentication (2FA) set-up for users so they can gain access to their account again and set-up a new 2FA application.
If you are looking for instructions on setting up 2FA for your CMS account, please visit our user guide.
On this page:
TFA) setup.
Troubleshooting with users
Failed validation limit reached
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User temporarily doesn’t have access to their 2FA application
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User has lost access to their 2FA application
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Disable/clear a user’s two-factor authentication application set-up
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Needing your two-factor authentication reset as a site admin
Troubleshooting with users
Failed validation limit reached
When a user gets 6 attempts wrong in 5 minutes, they are locked out of trying to sign in for 5 minutes.
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Check they have been using codes from the 2FA TFA application linked with their CMS account.
Their 2FA TFA application will show the account username or email near or above the code.
Ask them to wait 5 minutes from when they received the ‘Failed validation limit reached’ error.
If the user replies and is still having issues, you will need to disable their 2FA application so they can set it up again/choose a different application.
User temporarily doesn’t have access to their 2FA application
If the user is temporarily without their 2FA application (for example, they’re getting a new laptop or left their phone at home), then they may be able to use one of their recovery codes.
The user may have received a set of recovery codes when setting up their 2FA application, so recommend they use one of these.
User has lost access to their 2FA application
If the user has lost access to their 2FA application (for example, they got a new phone), ask if they can try logging into their 2FA application.
This may not be an option if they are using a 2FA application that doesn’t require sign up. If there is no account associated with their 2FA application, you will need to disable their 2FA application as per the instructions below, and they will have to set it up again when they next log in2FA application setup in their user account so they can set it up again.
Disable/clear a user’s two-factor authentication application set-up
If a user has lost access to their 2FA TFA application or it is no longer working, you’ll need to follow the below steps to disable it. The user will then be able to set up a new 2FA TFA upon logging in.
Go to the people tab and search for the user who needs their 2FA set-up disabled/cleareduser’s account in the CMS.
Click on the user’s username.
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the TFA tab on the user’s profile.
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Click disable 2FATFA.
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Enter your password and click ‘disable'.
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You will be returned back to the 2FA TFA tab of the editor's profile and will see the status message ‘2FA ‘TFA has been disabled’.
The next time the user logs in, they will be required to set up 2FATFA before accessing the CMS.
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Needing your two-factor authentication reset as a site admin
As If you’re a site admin and need your TFA reset, if you find yourself locked out of the CMS or you’ve hit the limit of 2FA verification attempts, ask any site admins you can ask another site admin in your team to disable your 2FA application or reset your attempts using the guide abovereset you.
If none of your team members are available, fill out an SDP support request. Be detailed in your request so we can assist you quickly.