Reset MFA in User Portal

If your phone has been replaced or your account has been compromised, you need to reset your Authenticator App. 

Reset Your Authenticator App When Your Device is Replaced

You may run into a situation where you have to replace your device if you lose it, break it, or get a new one. The actions you take for your new device depend on whether you have access to your old device.

If You Still Have Access to Your Old Device

If your old device is available, follow these steps to reset:

  1. Log in to your JumpCloud User Portal: https://console.jumpcloud.com/login.
  2. Go to Security.
  3. Under Multi-factor Authentication, click Reset Authenticator App.
  4. Verify your existing setup using your old device.

Warning:

If you exit the process before you complete setup, you may lock yourself out of resources that are protected by your Authenticator App.

If You Only Have Your New Phone

  1. Download an Authenticator App on the new device.
  2. Continue to reset the Authenticator App for your account by scanning the QR code with your Authenticator App on your new device, then entering the 6-digit verification code.
  3. Click Submit. You’ll receive a confirmation in the User Portal that the Authenticator App is active for your account.

The workflow depends on whether or not you:

Saved the alpha-numeric key code

If your old device isn’t available, but you saved the alpha-numeric code shown below your QR code when you initially set up an Authenticator App, follow these steps to reset:

  1. Download an Authenticator App on the new device.
  2. Manually add a new instance in the Authenticator App.
  3. Enter your JumpCloud email address when your Authenticator App asks for it.
  4. Enter the alpha-numeric key you saved.

Didn’t save the alpha-numeric key code

If your old device isn’t available, and you didn’t save or lost the alpha-numeric code shown below your QR code when you initially set up the Authenticator App, contact your IT Admin to reset Authenticator App for your JumpCloud account. 

Reset Identity Verification When Your Account is Compromised

If you think that your account has been compromised, you can reset the Authenticator App for your account in the User Portal.

To reset Authenticator App for your compromised account:

  1. Log in to your JumpCloud User Portal: https://console.jumpcloud.com/login.
  2. Go to Security.
  3. Under Multi-factor Authentication, click Reset Authenticator App.
  4. ​​Verify your existing setup.
    • Caution: If you exit the process before completing setup, you may lock yourself out of resources.
  5. Continue to reset Authenticator App for your account: Scan the QR code with your authenticator app, then enter the 6-digit verification code.
  6. Click Submit. You’ll get a confirmation in the User Portal that Authenticator App is active for your account.

Note:

Authenticator App attempts are not unlimited. The allowed number of user attempts is set by the IT Admin; admin attempts are limited to five. 

Still Have Questions?

If you cannot find an answer to your question in our FAQ, you can always contact us.

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