If your phone has been replaced or your account has been compromised, you need to reset your Authenticator App.If you do not have access to a device or your user portal, reach out to your IT admin.
Reset Your Authenticator App When Your Device is Replaced
You may run into a situation where youhave to replace your device if you lose it,break it, or get a new one. The actions you take for your new device depend on whether you have access to your old device.
If You Still Have Access to Your Old Device
If your old device is available, follow these steps to reset:
If you exit the process before you complete setup, you may lock yourself out ofresources that are protected by yourAuthenticator App.
If You Only Have Your New Phone
Download an AuthenticatorApp on the new device.
Continue to reset the Authenticator App for your account by scanning the QR code with your AuthenticatorApp on your new device, then entering the 6-digit verification code.
ClickSubmit. You’ll receivea confirmation in the User Portal that the Authenticator Appis active for your account.
The workflow depends on whether or not you:
Saved the alpha-numeric key code
Didn’t save the alpha-numeric key code
Saved the alpha-numeric key code
If your old device isn’t available, but you saved the alpha-numeric code shown below your QR code when you initially set up an Authenticator App, follow these steps to reset:
Manually add a newinstance in the Authenticator App.
Enter your JumpCloud email address when your AuthenticatorApp asks for it.
Enter the alpha-numeric key you saved.
Didn’t save the alpha-numeric key code
If your old device isn’t available, and you didn’t save orlost the alpha-numeric code shown below your QR code when you initially set up the Authenticator App, contact your IT Admin to reset Authenticator App for your JumpCloud account.
Reset Identity Verification When Your Account is Compromised
If you think that your account has been compromised, you can reset the Authenticator App for your account in the User Portal.
To reset Authenticator App for your compromised account:
Navigate to Azure Active Directory > Users > All users > Choose the user you wish to perform an action on > select Authentication methods > Require Re-register MFA. Once this is done, the next time the user signs in, he/she will be requested to set up a new MFA authentication method.
Navigate to Azure Active Directory > Users > All users > Choose the user you wish to perform an action on > select Authentication methods > Require Re-register MFA. Once this is done, the next time the user signs in, he/she will be requested to set up a new MFA authentication method.
In the navigation pane, choose Users. To deactivate the MFA device for a user, choose the name of the user whose MFA you want to remove. Choose the Security credentials tab. Under Multi-factor authentication (MFA), choose the radio button next to the MFA device, choose Remove, and then choose Remove.
Apart from the Global administrator, the Privileged Authentication Administrator role have access to perform the reset MFA on all users account and Authentication Administrator role have access to perform the reset MFA on some user's account.
If you have a new phone, open the Google Authenticator app, tap +, and then Scan a QR code. Hold your new phone up to scan the QR code on your old phone's screen. If you don't have the new phone yet or want to save the code for later, you can take a screenshot and print it.
If you accidentally uninstall the Authenticator app from your smartphone you will need to re-install it and then run through the setup below. One you have scanned the QR code continue with the setup on the laptop.
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