How to reset the 2FA of a member who lost their phone
Remove 2FA from whoever lost or changed phones. Their sessions are ended and they'll set it up again at the next login.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
Anyone who loses the phone with the authenticator app can no longer generate the 2FA code. The owner or an administrator can reset it: that person's 2FA is removed, their open sessions are ended, and if the company requires 2FA, they'll set it up again when they log in.
Where to find it in Cognizy
Before you start
- Only the owner and administrators can reset someone else's 2FA.
- Confirm with the person, through another channel, that the request really came from them.
Step by step
- Step 1:
Open . Under Two-step verification, find the person in the list: they'll show up with 2FA active.
- Step 2:
Click Reset 2FA next to the name.
- Step 3:
Check the name in the Reset member's 2FA window and click Reset 2FA to confirm. Cancel closes the window without changing anything.
How to know it worked
The message "Member's 2FA reset." appears and the person now shows as No 2FA. Their sessions were ended; at the next login they'll set up 2FA on their new phone.
If something goes wrong
The Reset 2FA button doesn't appear.
It only shows up for people who have 2FA active, and never on your own row. For your own 2FA, use the menu under your name, in Profile.
The account owner lost their phone.
Another administrator can reset it. If there isn't one, use the recovery codes saved when 2FA was turned on, or contact support.
Next step
Set how long old messages are kept.
Sign in with your Cognizy account to save your progress.
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