If an employee has Two-factor authentication (2FA) set up and loses their backup codes, or can't get the authentication to work. Only a domain owner can remove the 2FA settings for the impacted Identity user.
Remove 2FA from the employee account
If the organisations domain has been verified, the domain owner needs to sign into https://identity.accessacloud.com/.
Select My Account then click Two-Factor Authentication.
Click Disable for someone else then enter the users email address.
Click Save.
Note: You can add or remove owners from the same my account area.
What if I don't have the Disable for someone else option?
If you don't have access to the Disable for someone else option, then you need to follow a process in order for Access to perform the removal of 2FA from the Identity user.
Raise a new case online, including the following information:
Employee Name.
Employee Email Address (as it appears in Access Evo).
The reason(s) for the request.
Fill in this form ensuring you have consulted with and obtained approval from a deciding mind of Your company, such as a director or a board member, in order to proceed with the decision to disable multi-factor authentication.
Note: Please ensure you carefully read and confirm the: I agree section in question 10.
Note: The products Vincere, Adam, Handisoft, and PeopleHR each have their own dedicated form. For these, please contact the respective product support team to access the correct form.
The form referenced in this article applies only to all other products.
Support will automatically receive your request and log a case with the Evo Development team to action the 2FA removal.