If someone on your team loses the phone or app they use for two-factor authentication, and they've also lost their backup codes, the clinic owner can reset their two-factor sign-in. They don't need to wait for Atlacare. This works on every plan.
Before you start
Make sure the request really comes from that person. Check in person, or call them on a number you already have for them. Don't act on an email or message alone: a reset is exactly what someone trying to get into their account would ask for.
Reset their two-factor
- Go to Settings → Team.
- On the team member's card, click Reset two-factor. (The button only appears for people you can reset; see below.)
- Enter a Reason, for example "Lost phone, confirmed in person on Monday". It's kept in your clinic's audit log and isn't sent to them.
- At Confirm it's you, enter your own password, plus your own two-factor code if you use two-factor.
- Click Reset two-factor.
What happens next
- Their authenticator app and backup codes stop working.
- They're signed out on every device.
- We email them to set two-factor up again in Settings → Security.
Until they do, they sign in with their password only, so ask them to set it up again straight away.
When the button isn't there
You can reset two-factor only for active team members at your own clinic who have two-factor turned on. The owner can't reset it for:
- Themselves. If you've lost your own device, use a backup code. See two-factor authentication.
- Another owner. Owners are equals, so one owner can't remove another's second step.
- Someone who also works at another clinic. Their sign-in covers both clinics, so a reset from one clinic isn't allowed.
- Someone whose role at your clinic changed in the last 30 days.
In these cases the person should email [email protected] from the address they sign in with. We check their identity before restoring access, which deliberately takes a little longer.
Managers, practitioners and receptionists can't reset anyone's two-factor.