A staff member lost their phone and is stuck at the 6-digit code
How an administrator clears someone's two-factor setup.
- 1
If they still have their backup codes, that's the fastest fix — no admin needed. See "What's the 6-digit code it's asking for?" in Signing in and invitations.
- 2
Without backup codes, go to Staff & roles and use "Lost phone? Reset someone's two-factor."
- 3
This clears their two-factor setup and signs them out of every device immediately, so do it only once you've confirmed the request is genuinely from them.
- 4
They sign in again with just their password, then set up their authenticator app again from scratch.
- 5
This action is recorded in your school's audit log, like every sensitive staff action.
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