---
sourceDocument: Australia Platform security
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/platform-security

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Platform security

ft:clusterId :

    - psec

bundleId :

    - psec

workflow :

    - Platform


---

# MFA reset

# MFA reset {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
FAQ related to MFA reset and why it's important.

1. Lost the authenticator app setup. How can I reset?It's better if the users enroll in multiple factors so that they aren't locked out due to MFA. For example, you can have the TOTP authenticator app, passkey, and email OTP-based
   MFA.

   In case users are unable to use any of the enrolled MFA factors the administrator can reset the MFA by following these steps.
   1. Clearing the Authenticator app setup:
      * Navigate to AllMulti-factor AuthenticationUser Multi-factor Setup.
      * Search for the user in the table.
      * Delete the record associated with the user
      {#faq-reset-mfa__ul_zdg_kz3_jdc}
   2. Clearing the FIDO2 authenticators and passkeys:
      * Navigate to AllMulti-factor AuthenticationWeb AuthenticationUser Public Credentials.
      * Search for the user in the table
      * Delete the records associated with the user
      {#faq-reset-mfa__ul_s2g_nz3_jdc}
   3. Clearing other multi-factor setups associated with the user
      * Navigate to AllMulti-factor AuthenticationUser Multi-factor Setup.
      * Search for the user in the table
      * Delete the records associated with the user
      {#faq-reset-mfa__ul_wg3_qz3_jdc}

   {#faq-reset-mfa__ol_jmg_3z3_jdc}

   In case no one including the admin can access the instance. The admin can perform a self-service MFA reset using a catalog item available at [Now support](https://support.servicenow.com/now).
2. How to avoid administrators from lockout due to MFA?The administrators enroll for multiple MFA factors so that they aren't blocked from accessing the instance.

   In case no one including the admin can access the instance. The
   admin can perform a self-service MFA reset using a catalog item available at [Now support](https://support.servicenow.com/now).
3. Do users have to enroll in MFA again after upgrading to Zurich?Yes, if the upgrade met the conditions in [Changes due to the Multi-factor Authentication enforcement](https://www.servicenow.com/docs/oerSmoZiJQ7zeOMge5SS8g "Information about the changes that are expected due to the MFA enforcement."). The upgrade deletes existing MFA enrollment data. Users must enroll again, and they don't need an MFA reset to do so.

{#faq-reset-mfa__ol_kgr_zfz_3dc}

*[\>]: and then