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Removing two-factor authentication from a user

If a user in your organization no longer needs two-factor authentication (2FA), you can remove 2FA from their user profile. If they need access again later, you can add 2FA to the user again. You can also re-enroll 2FA if the user has trouble using the authenticator app, needs to change authenticator apps, or needs to change the device they use for the authenticator app. Users can also add and re-enroll two-factor authentication for their own user profile, but they can't remove 2FA on their own.

Note: If the user has the Managed Security Solutions permission, you must remove the permission from their user profile before removing two-factor authentication.

To remove two-factor authentication from a user:

  1. Click Admin, then click Users.

    Control Center lists the users for your organization. Users with additional permissions or roles have icons next to their username: system administrators (    ), security users (), VoIP users (), users with two-factor authentication ().
Users
  1. Search for the user by doing one of the following:

    • Scroll through the list of users. If you have more than 20 users, use the arrows at the bottom of the page to navigate between pages.

    • Start typing part of the user's first name, last name, or username in the Search field. (Control Center filters the user list as you type.)
  1. When you find the user, click the row for the user.

    Control Center shows profile information for the user    .
View User Profile (with 2FA added)
  1. Click AVAILABLE ACTIONS, then click Disable 2FA.

    Control Center removes the security token from the user's profile and removes the     icon next to the username for the user.