A user needs to disable 2FA they never setup, how can an admin do this?

[Ed O_Sullivan]

One of our JSM customers can't log into their account as it's asking for a 2FA code they never setup (apparently). How can I, as admin, disable this for them to allow them to log in (and assist them in correctly setting it up for them in 1Password, our password manager of choice)?

[Rudy Holtkamp · Accepted solution]

Hi @Ed O_Sullivan & welcome,

You should be able (as orginzation admin) to create a new authentication policy (without 2FA) and put that user in the policy. Please take a look at this documentation.

[Ed O_Sullivan]

Does this first need us to confirm our domain? We've been very light touch when it comes to our deployment, so haven't gone down a lot of the security policy items for fear of breaking what we have (not great, I know!)

[Ed O_Sullivan]

Ignore me, yes you do need to claim the domain first! I'll get onto that ASAP, thanks for your help