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How to: Reset a user password or MFA (for Admins).

MFA & Password Resets.

Suzette Richards avatar
Written by Suzette Richards
Updated over 7 months ago

A password reset can be managed in the following ways:

  1. A user can request a password reset from the main login page.

    1. Users are limited to one password reset request every three hours.

    2. An admin can reset a password from the Users page in your organization's Thoropass account (no time limits apply).
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Resetting a Password.

  1. To reset a password:

    1. Log in to the Thoropass App.

    2. In the navigation bar, select Settings, Users.

    3. Search for the desired user, click on their name and select Re-invite User.

      1. Re-invite performs the same action as a password reset and resets MFA.

      2. An email will be sent to the user with instructions to reset their password.

      3. Please advise the user to login via an incognito / private browser first.

      4. If the login is successful, attempt to login via their standard browser

      5. If an issue occurs, clear browser cache / cookies and try again.

  2. An admin can reset a password multiple times using the above method.

  3. Admins can also reset passwords of other admins.

Resetting MFA.

If a user knows their password, however, has lost access to their Authenticator, an Admin can reset MFA as follows:

  1. Log in to the Thoropass App.

  2. In the navigation bar, select Settings, Users.

  3. Search for the desired user, click on their name and select Reset MFA.

  4. An email with MFA setup instructions will be sent to the user.

  5. If a user receives an error message when entering MFA codes, the time setting on their Authenticator app may be out of sync. Please advise the user to:

    1. Go to the main menu on their Authenticator app.

    2. Select Settings.

    3. Select Time correction for codes.

    4. Select Sync now.

    5. On the next screen, the app will confirm the time has been synced, and users should be able to enter codes to sign in.

  6. The sync only affects the internal time of the Authenticator app; it will not change a mobile device’s date and time settings.

  7. A mobile device’s date and time settings can be resolved by setting these options to automatically update.

    1. Go to Settings > General, Date and time > Set Automatically.

Note:

  • The above information can be used for multiple authentication apps (bear in mind the name of an option in each authenticator might differ slightly).

  • Duo Authenticator is not currently compatible with Thoropass.

If you require further assistance, please contact support@thoropass.com or your Customer Success Manager.

Related articles:

Setting up Thoropass MFA (non-admins).

MFA FAQ's & Troubleshooting (non-admins).

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