Reset User MFA

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Important: This requires the user to register Microsoft Entra authentication methods again. It does not reset the user's password.

Identity verification is mandatory

Before resetting MFA, confirm that a valid Ticket has been logged This must exist before the reset is being performed against the correct user account.

Do not reset MFA unless the requester's identity has been positively verified.

User email address

Confirm that this is the account belonging to the user whose identity has been verified.

Ticket Reference

A valid ticket must exist before the MFA reset is performed.

Reason

Record the reason for the MFA reset. Verification and approval evidence must also be recorded in the ticket.

Pre-reset verification

Before resetting MFA, the engineer must confirm each of the following requirements.

I confirm that a valid ticket exists for the MFA reset. I have confirmed that the target account belongs to the correct user before making any change. I have independently verified the requester's identity. The requester's identity has been verified through a direct phone call before initiating the MFA reset. Identity verification has not relied solely on information provided within the original email, Teams message or D&IT Portal request. I confirm that the reset request has not been processed solely from a non-corporate or personal email account. I understand that line-manager approval must be obtained if the user's identity cannot be validated through the normal verification process. I understand that any suspicious MFA reset request must be escalated to Security and must not proceed.

Golden rule

If the user's identity cannot be positively verified, do not reset MFA. Escalate the request.

Complete all pre-reset verification checks to enable the Reset User MFA button.