Overview
If you’re unable to log in to the Quik! App, due to Multi-Factor Authentication (MFA), the reset process varies depending on your role and organization type.
This article explains how Users can request assistance and how Admins, especially Enterprise App Admins, can reset MFA when needed.
💡 For help enabling MFA for your organization, see How to Enforce MFA for All Users in the Admin Dashboard.
Prerequisites
- If you're an Admin: Access to the Admin Dashboard with permission to manage users
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If you're an Enterprise customer: Only the Enterprise App Admin can reset MFA for users
For Users: What to Do If You're Locked Out of MFA
If you're unable to log in due to MFA issues (e.g., lost device, authenticator app problems, or incomplete setup), and your organization has enforced MFA, you won’t be able to reset MFA yourself.
What to do:
- Contact your organization's Quik! Admin or Enterprise App Admin.
- Ask them to reset your MFA in the Admin Dashboard.
- Once reset, you’ll receive an email with a link to complete MFA setup.
- Follow the link to reconfigure MFA from scratch using an authentication app.
- After setup is complete, you can log in using your new MFA code.
🔐 Tip: Have a mobile device ready that supports authentication apps like Google Authenticator or Microsoft Authenticator. For guidance, see Setting up Multi-Factor Authentication (MFA).
For Admins: How to Reset MFA for a User
If a User contacts you because they can't access their account due to MFA issues, follow these steps:
- Log in to the Quik! Admin Dashboard using your Admin credentials.
- From the menu, go to Settings.
- Under Settings, click Admin Settings.
- Select Manage Users.
- Find the user in the list or use the search bar.
- Click the Reset MFA button next to their name.
✅ After reset: The user will be prompted to set up MFA again the next time they log in.
Important Notes for Enterprise Customers
- In Enterprise accounts, only the Enterprise App Admin has the ability to reset MFA for users.
- Users will need to contact that specific Admin if they are locked out.
FAQs / Troubleshooting
Q: Can users reset their own MFA?
A: Not if MFA is enforced by the Admin. Users must contact their Admin for a reset.
Q: What if I don’t see the Reset MFA button?
A: You may not have Admin permissions. Confirm that you're logged in as an Admin with rights to manage users.
Q: What happens after I reset a user's MFA?
A: They’ll be asked to set up MFA again at next login. This can be done from any device using an authenticator app.