Reset 2FA for an account

Common Scenarios

This guide helps if you:

• Lost or broke your phone
• Accidentally deleted the authenticator app
• Deleted the RefNow entry from your authenticator app
• Got a new phone and forgot to transfer your authenticator accounts
• Can't find your backup/recovery codes

What To Do

Contact Your Administrator

If you can't access your authenticator app, you'll need to ask an administrator to reset your 2FA:

1. Contact your Super Admin or Team Admin within your organisation
2. Ask them to reset 2FA for your account
3. Once reset, you can log in with just your password
4. Set up 2FA again with your new/restored authenticator app

How Admins Reset 2FA

Administrators can reset 2FA for users by:

1. Going to Settings > Users
2. Clicking on the user who needs their 2FA reset
3. In the edit dialog, finding the Two-Factor Authentication section
4. Clicking Reset 2FA
5. Confirming the action

Getting a New Phone?

Before switching phones:

1. Transfer your authenticator - Many apps have export/import features
2. Or disable 2FA first - Log in and disable 2FA before switching phones, then re-enable it with your new device