{"id":76350,"date":"2023-06-05T13:11:32","date_gmt":"2023-06-05T17:11:32","guid":{"rendered":"https:\/\/jumpcloud.com\/?post_type=support&p=76350"},"modified":"2024-01-29T15:33:27","modified_gmt":"2024-01-29T20:33:27","slug":"reset-mfa-in-user-portal","status":"publish","type":"support","link":"https:\/\/jumpcloud.com\/support\/reset-mfa-in-user-portal","title":{"rendered":"Reset MFA in User Portal"},"content":{"rendered":"\n

If your phone has been replaced or your account has been compromised, you need to reset your Authenticator App.\u00a0If you do not have access to a device or your user portal, reach out to your IT admin.<\/p>\n\n\n\n

Reset Your Authenticator App When Your Device is Replaced<\/h2>\n\n\n\n

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.<\/p>\n\n\n\n

If You Still Have Access to Your Old Device <\/h3>\n\n\n\n

If your old device is available, follow these steps to reset:<\/p>\n\n\n\n

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

    <\/p><\/div>

    Warning:<\/strong> \n

    If you exit the process before you complete setup, you may lock yourself out of resources that are protected by your Authenticator App.<\/p>\n <\/div><\/div><\/div><\/div>\n\n\n\n

    If You Only Have Your New Phone<\/h3>\n\n\n\n
      \n
    1. Download an Authenticator App on the new device.<\/li>\n\n\n\n
    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.<\/li>\n\n\n\n
    3. Click Submit<\/strong>. You\u2019ll receive a confirmation in the User Portal that the Authenticator App is active for your account.<\/li>\n<\/ol>\n\n\n\n

      The workflow depends on whether or not you:<\/p>\n\n\n\n