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If someone in your organisation loses access to their authenticator app — a lost, broken, or replaced phone — an authorised admin can reset their multi-factor authentication (MFA) from the Users screen. Resetting clears the user’s current MFA setup so they can register a new device the next time they sign in.
Gradual rollout: Multi-factor authentication is being rolled out gradually, organisation by organisation. You may not see it on your account yet — that’s expected. Once it’s available, you’ll be prompted on your next sign-in.

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Before you start

  • You need the MFA reset privilege, which is granted to the Admin role by default. See Who can reset MFA below.
  • Resetting is only needed when the user’s MFA status is Enabled or Declined. If their status is already Not Set, there’s nothing to reset and the button is disabled.

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Reset a user’s MFA

1

Open the Users screen

From the left-hand navigation, go to the Users screen and open the user whose MFA you need to reset.
2

Click Reset MFA

Select Reset MFA at the top right of the user’s screen.
3

Confirm the reset

Clarus WMS asks you to confirm. Click Yes to reset the user’s MFA, or No to cancel. If you cancel, nothing changes.
4

Reset complete

On success, you’ll see a confirmation that the user’s MFA has been reset. Their MFA status returns to Not Set, and their existing authenticator setup is cleared.
The next time the user signs in, they’ll be taken through the standard MFA setup flow so they can register a new device.

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What happens when you reset

A reset only succeeds when both parts complete together:
  • The user’s MFA status in Clarus WMS is set back to Not Set.
  • Their existing authenticator (TOTP) enrolment is cleared.
If either part can’t be completed, the reset fails, the user’s MFA status is left unchanged, and you’ll see an error message. In that case, try again, and contact the Clarus WMS support team if the problem persists.
Don’t use this action to reset your own MFA. Resetting your own MFA from the Users screen signs you out without resetting it. To change your own MFA, use Security Settings instead.

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Who can reset MFA

The Reset MFA action is controlled by the MFA reset privilege, which is enabled on the Admin role by default.
  • A user whose role doesn’t have the privilege can still see the Reset MFA button, but selecting it shows a permissions message and nothing is reset.
  • To grant the privilege to another role, whoever manages roles in your organisation can add it to that role. See the Admin role and user roles guide.

Set up MFA

What the user sees when they register a new device after a reset.

MFA issues

Troubleshooting lost devices, rejected codes, and more.