How to reset multi-factor authentication for a user

You will learn

Learn how to reset multi-factor authentication (MFA) for a user. 

This is helpful if anyone in your account is using MFA, but can’t log in and has lost their backup authentication codes. Resetting allows the user to log in and then set MFA up again.

Before you begin

Please note the following:

• Only Owners and Admins or Portfolio Owners and Portfolio Admin can reset a user’s MFA.
  • Klaviyo Support cannot reset MFA for users in your account. 
• If the user has access to their MFA backup authentication codes, they should use one of those instead of resetting MFA. 
• Resetting MFA turns it off for the user. If MFA is enforced on the account, the user will be prompted to set it back up when they log in.

Reset a user’s MFA

For Owners and Admins 

If you are an Owner or Admin and are the person locked out of the account, please contact an Admin to complete this section. 

1. Navigate to your Users tab.
   • In a regular account, click the account name then Settings.
   • In a portfolio account, click Manage > Users. 
2. Click the 3 vertical dots to the right of the user’s name. 
3. Select Reset MFA.
   
4. Confirm the reset by clicking Reset.
5. Instruct the user to check their email within 12 hours to complete the reset process. 

For users needing the reset

1. Within 12 hours of the reset, check your email for a message from Klaviyo with the subject line "MFA reset request." 
   Note: if you don't see the email in your inbox, check your spam and promotions folders. 
2. Open the email (example below).
   
3. Select Accept. 
   • Note that if the link expired, you will need to ask the Owner or Admin to restart this process. 
4. Log in to Klaviyo. 
5. If the account enforces MFA, you’ll prompted to set MFA up again.

Additional resources

• How to turn on multi-factor authentication
• How to set up single sign-on (SSO)