How to recover lost MFA for NordPass Business

Introduction

If you cannot complete MFA at sign-in, you may still have another method, backup codes or help from your Admin.

 

This article will explain what to try first as a user, then how an Admin resets MFA for a member.

 

Before you start

Understand what your organization requires:

Policy What do you normally use first at login Typical backup
Security key only Security key Second security key, then backup codes (if you saved them)
Authenticator app only 6-digit code from app Backup codes
Both Security key first Authenticator app (via "Use Another Method), then backup codes

Backup codes are created when you set up MFA (or later in the "Multi-factor authentication" section by clicking on the "Show Backup Codes" button). Store them offline (download or PDF). One set of backup codes works for both the Authenticator app and security key MFA when your organization allows them.

 

You need to contact your Admin when:

  • You have no working key, no authenticator, and no backup codes.
  • Policy blocks the removal of your last security key.
  • Your organization enforces MFA, and you cannot complete the setup.

 

Here's what to do

How to try another MFA method at sign-in

  1. On the MFA screen, click on the "Use Another Method" button.
  2. Based on the required MFA method, you can use either options:
    • Authenticator app
    • MFA backup codes

 

How to check for the correct MFA backup codes

  1. On the MFA screen, click on the "Use Another Method" button.
  2. Select the "Backup code" option and use the 8-character code you have saved - if you downloaded them, the codes are stored in a file named "backup-codes.pdf".

    Note: MFA backup code can be used only once.
     
  3. Afterward, continue to your Master Password.
  4. If you no longer have your backup codes, the on-screen help link "Don't have your backup codes?" will lead you to this article for guidance. Contact your NordPass admin or IT team for further help.
  5. Otherwise, ask your Admin to reset the method you lost - they can reset the Authenticator app or a specific security key without removing your other methods.

 

How to proceed when NordPass asks for MFA you don't have

Your company controls which MFA methods you will use. This means your team Admin has changed the organization's MFA settings by mistake or on purpose.

 

In that case, always reach out to your NordPass Admin or IT team for help first, and then contact our Customer support if your issue cannot be resolved.

 

How to reset an organization member's MFA

  1. Log in to the NordPass Business admin panel as the organization Owner or Admin.
  2. Select the “Members” button located on the left side.
  3. Locate the member you wish to reset MFA for, and click their email to view their profile.
  4. Under the "Multi-factor authentication methods" section, select the MFA method you wish to reset.
  5. Afterwards, the MFA method will be reset:
    • The member will be logged out.
    • The member needs to log in and complete the setup for the reset method.

 

Additional Tips

  • If you are the last active user in the organization, you will not be able to reset your own MFA in order to avoid unauthorized access. If you wish to do so, contact our Customer Support, and once you prove your identity, they will help you reset your MFA.

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