🚨 Important: This is currently being rolled out and is not yet available to all practices. If you do not see 'Reset 2FA', use How to turn off two-factor authentication (2FA) instead.
How do I reset two-factor authentication (2FA) for a user?
A 2FA reset turns off the 2FA method on a user's Dentally login so they can get back in and set 2FA up again. Use this when someone is locked out, for example they have lost their phone, cannot get a code, or no longer have access to their authenticator app.
This article is for practice owners and administrators who help locked-out users. Each user still sets up 2FA on their own account after a reset. See How to set up and use two-factor authentication (2FA).
The practice owner can always reset another user's 2FA. The owner can also allow selected Level 4 users to reset 2FA for other users.
💡Top tip: We recommend at least two or three people at your practice who can reset 2FA, so one person being away does not block recovery.
Go to 'Settings' > 'Users'
Find the user
Open their record
Find the 'Security' section
Under 'Two-factor authentication', click 'Reset 2FA'
Enter your own Dentally password
Click 'Reset 2FA'
This turns off 2FA for that person and signs them out of every device. A success message appears, and their 2FA status shows as 'Not enabled'.
What happens next depends on whether mandatory 2FA is on for your practice:
If mandatory 2FA is not yet on, they can log back in with their password only. Ask them to set up 2FA again when they are ready
If mandatory 2FA is on, they must set up 2FA again after log in before they can use Dentally
How do I give someone permission to reset two-factor authentication (2FA)?
Only the practice owner can give this permission. It can be given to Level 4 users who already have 2FA set up.
Go to 'Settings' > 'Users'
Find the Level 4 user
Open their record
Open the 'Security' section
Tick 'Can reset 2FA for other users'
That user can then reset 2FA for locked-out colleagues using the same steps above. They confirm the reset with their own Dentally password.
📝 Please note: Nobody can give themselves this permission. On your own user record, the checkbox is read-only.
Common FAQs
Can an administrator set up 2FA for someone else after a reset?
No. After a reset, the user must set up 2FA on their own login.
Can I reset my own 2FA from this page?
No. Nobody can reset their own 2FA from this page. Ask the practice owner, or a Level 4 user with 'Can reset 2FA for other users' permission, to reset it for you.
What happens if a Level 4 user's own 2FA is reset?
If a permitted Level 4 user's own 2FA is reset, their permission is paused until they set up 2FA again. The practice owner can still untick the permission if needed.