How to reset multi-factor authentication for a user
You will learn
Learn how to reset multi-factor authentication (MFA) for a user.
This is helpful if anyone in your account is using MFA, but can’t log in and has lost their backup authentication codes. Resetting allows the user to log in and then set MFA up again.
Before you begin
Please note the following:
- In an account, Owners and Admins can reset a user’s MFA. In a portfolio, only the Portfolio Owner can reset a user’s MFA.
- Users with a custom account role that grants Edit access to User management can also reset MFA.
- If you are the sole account Owner and are locked out, contact Klaviyo Support for help verifying your identity and resetting MFA.
- If the user has access to their MFA backup authentication codes, they should use one of those instead of resetting MFA.
- The user must have access to their Klaviyo login email address and accept the reset email to turn MFA off. If MFA is enforced on the account, the user will be prompted to set it back up when they log in.
Reset a user’s MFA
For users sending the reset email
If you are locked out of the account, ask another user with permission to reset MFA to complete this section.
- Navigate to your Users tab.
- In a regular account, click the account name, then select Settings > General > Users.
- In a portfolio, click the portfolio name, then select Settings > Portfolio > Users.
- Click the 3 vertical dots to the right of the user’s name.
- Select Reset MFA.
- Click Reset to send the confirmation email.
- Instruct the user to accept the reset email within 12 hours of the request.
For users needing the reset
- Within 12 hours of the request, check your email for a message from Klaviyo with the subject line "MFA reset request".
Note: if you don't see the email in your inbox, check your spam and promotions folders. - Open the email (example below).
- Select Accept before the link expires, 12 hours after the request.
- If the link has expired, ask the person who sent the reset email to send a new request.
- Log in to Klaviyo.
- If the account enforces MFA, you’ll be prompted to set MFA up again.
Additional resources
- How to set up multi-factor authentication (MFA)
Learn how to set up multi-factor authentication (MFA) to help make your Klaviyo account or portfolio more secure. With MFA enabled, you sign in using a username and password, then verify your identity (such as by entering a code).
- How to set up single sign-on (SSO)
Learn how to set up single sign-on (SSO) for your Klaviyo account or portfolio. Currently, only identity provided (IdP) single sign-on is supported in Klaviyo.