Overview
If you cannot authenticate your account via text message, email, or your authenticator app, you must contact your firm's Admin to reset it. Only Admin Users can reset an account's MFA status.
Steps
If you are an Admin:
Navigate to your Settings
Select Firm Users on the settings menu
Find the User's Name who needs their MFA status reset
Click Reset MFA under the MFA status column
Once the Reset MFA button has been clicked, the impacted user will be prompted to select an MFA method following their next login attempt.
Resetting the Admin's MFA Status
If you are the only admin user and need to reset your MFA, or if your account does not have an admin user, you will need to contact support so they can manually validate your identity and reset MFA for you.
If you need to contact support, please call 800-571-8062 or click the Get Support button to chat with a live agent.
To learn more about MFA click here