If a user can no longer complete Multi-Factor Authentication (MFA), for example, because they lost access to their authenticator device or changed phones, MFA can be disabled for their account so they can log in again and set it up fresh.
For security reasons, MFA cannot be disabled from within the dashboard. Disabling MFA for a user must be done by the Tekst support team after they verify the request.
How to request disabling MFA
To have MFA disabled for a user, send an email to support@tekst.com with the following information:
-
Organisation: the name of your organisation (and your subdomain, e.g.
acme.tekst.com, if you have it) - User email: the email address of the user whose MFA should be disabled
- Intent: a clear statement that you want MFA disabled for this user
Including all three details in your first email helps the support team verify and action your request quickly.
What happens next
Once support has processed your request, the user can log in with their email and password without being prompted for an MFA code. They can then set up MFA again from their account settings if they want to re-enable it.
For details on setting up MFA again, see Enabling Multi-Factor Authentication (MFA).
Users prompted for MFA after logging in with SSO
If a user logs in through Single Sign-On (SSO) but still has MFA enabled on their Tekst account, they will also be prompted for an MFA code after authenticating with their identity provider. This usually happens when a user previously enabled MFA on their Tekst account and later started logging in with SSO.
If you would prefer these users not to be prompted for MFA on top of SSO, you can request that MFA be disabled for them using the same process described above. Send an email to support@tekst.com with your organisation, the user email, and your intent to disable MFA for that user.
For more on SSO, see Switch to SSO authentication.
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