Reset a User’s 2FA Settings

The User Access Reset Tool is available to administrators so that they can reset 2FA settings for users. It may be necessary for an administrator to reset 2FA settings for users who may be unable to log in and reset them on their own.

Important:

To initiate a password reset for a user who has access to multiple NetSuite accounts, you must be an administrator in all of those accounts. The User Access Reset Tool is also available to users with Core Administration Permissions, but the same restriction applies. Users who are not administrators but have only Core Administration Permissions cannot reset the password for a user who has access to multiple NetSuite accounts. For more information, see Core Administration Permissions.

User Access Reset Tool

See the following procedure for information about using the User Access Reset tool to reset 2FA settings.

To reset a user’s 2FA settings with the User Access Reset Tool:

  1. In an Administrator role, or a role with Core Administration Permissions (CAP), go to Setup > Users/Roles > User Management > User Access Reset Tool.

    For more information about CAP, see Core Administration Permissions.

  2. On the User Access Reset page, enter the email address of the user who requires your help.

  3. Check the appropriate box or boxes. You can check multiple boxes if the user needs help with more than one thing.

    1. Initiate Password Reset - check this box to send an email to the user containing a link so that the user can reset the NetSuite password.

    2. Clear User’s Security Questions - check this box to clear the user’s security questions. The user will be prompted to set up new security questions and answers after the next login to NetSuite.

    3. Unlock The User’s Access - check this box to unlock NetSuite access for a user who is locked out of NetSuite after submitting six consecutive incorrect passwords.

    4. Reset 2FA Settings - check this box to reset (or clear) the user’s settings for 2FA. The user will be prompted to enter new 2FA settings after the next login to NetSuite with a 2FA required role.

  4. Click Save.

For more information, see User Access Reset Tool.

The Two-Factor Reset Tool has been replaced by the User Access Reset Tool. You should use the User Access Reset Tool instead of the Two-Factor Reset Tool.

Two-Factor Reset Tool

See the following procedure for information about using the User Access Reset tool to reset 2FA settings.

To reset a user’s 2FA settings with the Two-Factor Reset Tool:

  1. As an administrator, go to Setup > Users/Roles > Two-Factor Authentication > Two-Factor Reset Tool.

  2. On the Reset 2FA Settings page, enter the Email Address of the user whose 2FA settings you want to reset.

  3. Click Reset.

    Important:

    If you receive an error message that the 2FA settings cannot be reset, it usually indicates that you do not have management over all the accounts that the user has access to under that email address. Click Go Back and click Cancel. Contact NetSuite Customer Support for assistance with resetting the 2FA settings for the user.

    A confirmation page states that the registered 2FA devices have been successfully reset.

Related Topics

Two-Factor Authentication (2FA)
Designate Two-Factor Authentication Roles
Users and Trusted Devices for Two-Factor Authentication
2FA in the NetSuite Application
Supported Countries: SMS and Voice Call

General Notices