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This guide explains how SDP admins and site admins can reset or disable a user’s two-factor authentication (TFA) setup.
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.
If a user reports that they have received the ‘Failed validation limit reached’ error:
Check they have been using codes from the TFA application linked with their CMS account.
Their 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 the 2FA application setup in their user account so they can set it up again.
Reset skip validation attempts
Go to the user’s account in the CMS.
Click the TFA tab on the user’s profile.
If the user has skipped TFA setup 3 times and been blocked, you’ll be able to see on the highlighted message. Click the Reset skip validation attempts button.
Disable/clear a user’s two-factor authentication
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setup
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Go to the user’s account in the CMS.
Click the TFA tab on the user’s profile.
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If the user has TFA enabled and you need to disable it, click Disable TFA.
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Enter your password and click
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the Disable button.
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You will be returned
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to the TFA tab of the editor's profile and will see the status message ‘TFA has been disabled’.
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The next time the user logs in, they will be required to set up TFA before accessing the CMS.
Needing your two-factor authentication reset as a site admin
If you’re a site admin and need your TFA reset, you can ask another site admin in your team to reset you.
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