This guide shows admins how to reset a team member's phone number or authenticator app (TOTP) if they're locked out or need to set up two-factor authentication (2FA) on a new device.
Who can do this
| To reset | You need to be |
|---|---|
| A non-admin team member — finance, compliance, user, guest | Any Account Admin |
| An Account Admin | The account's Primary Contact |
| Yourself | Not possible |
If the person you're trying to reset is also an Account Admin, only your account's Primary Contact can reset them. Other admins won't see the option for a fellow admin.
You cannot reset your own phone number or authenticator app. This is a safety measure — if you're the one locked out, ask another admin, your Primary Contact, or contact support@cledara.com to reset it for you.
Steps
Go to the team member's profile
Navigate to Settings > Members and open the profile of the person who needs the reset.
Choose what to reset
Click on the Edit button within their profile. You'll see two separate options — use the one that matches the problem:
- Reset Authenticator app
Clears their current authenticator (TOTP) setup. The next time they log in, they'll be prompted to scan a new QR code and re-enrol their authenticator app (e.g. Google Authenticator, Authy).
- Reset phone number
Clears the phone number on file. The next time they log in, they'll need to add and re-verify a phone number.
These are independent. Resetting the authenticator app does not reset the phone number, and vice versa. If someone needs both reset (for example, they lost their phone entirely), do both steps separately.
Confirm the reset
Click the reset button and confirm in the pop-up that appears. This will:
- Immediately log the user out of all active sessions and workspaces.
- Require them to complete the relevant setup again the next time they log in.
Verify it worked
Ask the team member to log in again. They will be prompted to either scan a new authenticator QR code, or enter and verify a phone number, depending on which reset was performed.
Common issues
- The reset button is greyed out, or isn't showing
This usually means there's nothing to reset — the user hasn't set up an authenticator app, or doesn't have a phone number on file yet.
- I don't see any reset option on this profile
You may not have permission to reset this particular user. If they're an Account Admin, only your Primary Contact can reset them.
- I'm locked out and need my own reset
You can't reset your own phone number or authenticator. Ask another Account Admin or your Primary Contact, or email support@cledara.com.