Hi Jozi,
The user will need to reset their own 2FA, so they'll need to do this themselves. As the administrator/owner, you can't reset it for them. The good news is they don't need to be with you. Just follow the steps in this link to reset 2FA: Setting up additional two-factor authentication (2FA) methods.
If they're still having trouble, they'll need to reach out to our live chat support through our virtual assistant MOCA or submit a case via MyAccount for further help.
Regards,
Sai
Hi Sai,
Thank you for your reply and advice.
The user has tried to follow the steps the provided link and tried to submit a case via MyAccount, however both of these require access to their account, which they do not have as they are roadblocked and stuck at a stand still on the login page due to the 2FA issue.
So in order for them to reset their 2FA, they need access to their account. But to have access to their account they FIRST need to reset their 2FA. You can see the irony in this situation, I am sure.
Princess above as suggested having Support reset over the phone, I had to dig deep to find a phone number though! I will have the user try this as nothing else is working.
