This article is best for:
Admins 👩💻👨🏾💻
All Account Types 💼
In this article:
Why users get locked out of MFA
What you can do as an admin
How to request an MFA reset from Bonusly Support
Preventing future lockouts
Why users get locked out of MFA
Multi-factor authentication (MFA) adds an important layer of security to your Bonusly account. But sometimes people lose access to the authenticator app that generates their login codes. This can happen when someone:
Gets a new phone and doesn't transfer their authenticator app
Accidentally deletes their authenticator app
Loses or resets their device
Misses the MFA setup deadline after your company enables required MFA
When this happens, the user can't log into Bonusly—even with the correct password.
What you can do as an admin
Here's the honest truth: admins can't directly reset MFA for another user in Bonusly today. This is a security measure—we don't want just anyone to be able to bypass MFA.
What you CAN do:
Action | When to use it |
Request an MFA reset from Bonusly Support | Best option for getting a specific user back in without changing security settings for everyone |
Temporarily disable company-wide MFA | Only if you need to restore access immediately and can re-enable MFA right after |
❗️Important: Disabling company-wide MFA affects everyone, not just the locked-out user. We recommend requesting an individual MFA reset from Support instead.
What you CAN'T do:
Reset MFA for a specific user directly from admin settings
Ask the locked-out user to reset it themselves (they can't log in to access their settings)
How to request an MFA reset from Bonusly Support
This is the fastest way to help a locked-out team member without compromising security for your whole company.
To request an MFA reset:
Email us at [email protected] with the subject line "MFA Reset Request"
Include the following information:
Your company name
The locked-out user's email address
Confirmation that you're an admin requesting on their behalf
What happens next:
Our team will verify the request and reset MFA for that specific user
The user will be able to log in with just their password
They'll be prompted to set up MFA fresh with their authenticator app
💡 Tip: Response times are fastest during our support hours: 9am – 9pm ET, Monday through Friday. For urgent requests, mention "urgent" in your subject line.
Preventing future lockouts
A few things can help your team avoid MFA trouble:
For users setting up MFA:
Use an authenticator app that syncs across devices (like Authy or 1Password)
Save backup codes if your authenticator app offers them
When getting a new phone, transfer the authenticator app before wiping the old device
For admins enabling company-wide MFA:
Give your team advance notice before the enforcement date
Share our How to set up MFA article so people can prepare
Remind people that MFA codes come from their authenticator app, not from Bonusly
FAQs
Can I disable MFA for just one user?
No, admins can only enable or disable MFA at the company level. To reset MFA for an individual user, contact Bonusly Support.
How long does an MFA reset take?
Most requests are handled within a few hours during support hours (9am – 9pm ET). We'll email you and the user once it's done.
Will the user lose any data when their MFA is reset?
No. Resetting MFA only clears their authentication setup—their points, history, and account settings stay intact.
What if I need to restore access immediately?
If you can't wait for Support, you can temporarily disable company-wide MFA in Admin Settings → Account Settings → Security. Just remember to re-enable it once the user sets up MFA again.
Can users disable their own MFA?
Only if your company doesn't require MFA. If MFA is required company-wide, users can't disable it themselves—which is by design for security.
Questions? Send us a note to [email protected]; we'd be happy to help!
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