Help someone who lost their authenticator

An authorized reset ends every sign-in session and allows two-step setup again.

Check the request first

Verify the person’s identity through a trusted channel before resetting their sign-in protection.

Use an unused recovery code first if one is still available. Never ask someone to send you their codes.

A reset affects their entire account, including access to other clubs.

Only the actual club owner can reset an eligible staff member. Managers cannot do this.

You cannot reset your own account or another club owner. Ask platform support for an owner reset.

The action appears only when two-step sign-in is available for the club and enabled on this account.

Open Members and then the staff person’s record.
Choose Reset two-step sign-in and read the confirmation.
Enter your own password. If you use two-step sign-in, your session must already be verified.
Confirm the reset. Their authenticator and recovery codes are cleared and every session is ended.
Ask them to sign in again and set up a new authenticator if their role requires it.

An authorized platform administrator can reset the owner from the club’s administration record.

The same confirmation, administrator password and verified-session requirements apply.

The affected person receives an email, and the reset records the administrator, person, club and time.

Verify the owner’s identity through a trusted support channel.
Open the correct club in platform administration.
Choose Reset two-step sign-in and enter your own administrator password.
Confirm that all account sessions will end and the old recovery codes will stop working.
Ask the owner to sign in again and complete any required two-step setup.