---
title: "How to Reset a User's Authentication"
url: "https://dm0bkdes5q7a2ls.productfruits.help/en/article/user-management-how-to-reset-a-users-authentication"
language: "en"
last_updated: "2026-04-01T15:51:17.743Z"
---

# How to Reset a User's Authentication

In Spirion Sensitive Data Platform (SDP), the Reset Authenticator option on the "User Management" page is used to manage Multi-Factor Authentication (MFA) for specific users.

## Primary Function of the Reset Authenticator

The "Reset Authenticator" option clears the existing MFA enrollment for a user. This is typically used in the following scenarios:

-   **Lost Device:** A user gets a new phone or loses the device that had their authenticator app (for example, Google Authenticator, Microsoft Authenticator) and can no longer generate codes.
-   **Locked Out:** A user is unable to log in because their MFA tokens are out of sync or the app was deleted.
-   **Scenarios:** The Reset Authenticator action is frequently used to reset the MFA for the `SpirionSupportUser`. Admins use this option to enable Spirion support users to re-enroll in MFA to provide hands-on support when the account is enabled.

## What Happens After Authentication is Reset?

1.  **MFA De-enrollment:** The link between the user's account and their previous authenticator app is broken.
2.  **Re-enrollment Prompt:** The next time that user attempts to log in, Spirion Sensitive Data Platform treats them as a new MFA user and presents a **QR Code**.
3.  **Setup:** The user scans the new QR code with their authenticator app to establish a new secure link.

### Important Troubleshooting Note

-   **Required Fields:** There is a known behavior where the "Reset Authenticator" action might fail if the user's profile is missing required fields such as **First Name** or **Last Name**.
-   Specifically noted for `SpirionSupportUser`, which may have empty fields by default.
-   If you receive an error when you click **Reset Authenticator**, first ensure the user's profile is filled out completely.

## How to Reset a User's Authentication

Use the following steps to reset a user's authentication:

1.  From the left side navigation menu navigate to the User Management page (Settings > User Management).
2.  Locate the user for which you want to reset the MFA Authenticator.
3.  Click the ellipse menu at the end of the row.
4.  Click **Reset Authenticator**.  
      
    ![](https://docs.spirion.com/Content/Resources/Images/Assets/2.3%20Images/Reset_Authenticator_222x270.png)
5.  A pop-up window displays to confirm whether to reset authenticator for the user or not.
6.  The user then reconfigures their multi-factor authentication (MFA).
7.  Click the blue **Confirm** button to reset the authenticator or else click the **Cancel** button.  
      
    ![](https://docs.spirion.com/Content/Resources/Images/Assets/2.3%20Images/Reset_Authenticatorpopup_536x212.png)