Wednesday, 12 Jun 2024
Technology

Apprentice Hoots: How to Reset Your Salesforce Authenticator App

salesforce reset mfa

We have been implementing multi-factor authentication (MFA) for many of our customers, and one of our customers recently encountered a problem when they were locked out of their Salesforce account. In this week’s Apprentice Hoots blog, I wanted to share with you how to reset your Salesforce Authenticator app when faced with a similar situation.

What is MFA?

In case you haven’t heard already, MFA is an extra layer of security used when logging into your Salesforce system. Instead of just requiring a username and password, Salesforce now asks you to verify your identity using a physical item. This could be an app on your phone or a security key plugged into your laptop.

The Problem: Locked Out of Salesforce

One user had accidentally deleted their Salesforce user account from their mobile Authenticator app and was now unable to access their Salesforce account. An error message appeared, stating, “We can’t find your Salesforce account in the Salesforce Authenticator app. If you have removed your account from the app on your mobile device, you can reconnect it in your personal settings.”

Since the user didn’t know how to set up a different app and didn’t have a security key, we, as system administrators, stepped in to help them regain access to their Salesforce system.

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The Solution: Resetting Your Salesforce Authenticator App

To help all system administrators facing a similar issue, here’s a step-by-step guide on how to reset a user’s Salesforce Authenticator app:

  1. Go to the Salesforce Setup.
  2. Click on “Users” in the Quick Find box.
  3. Select the user’s name that you want to reset.
  4. Click “Disconnect” next to “App Registration: Salesforce Authenticator.”

salesforce reset mfa

  1. Ask the user to log back in and reconnect their Salesforce Authenticator app.

Resetting Your Own Salesforce Authenticator App

To avoid being locked out of your account, follow this handy guide to reset your Salesforce Authenticator app in the future:

  1. From your desktop, go to “Personal Settings” in the top right corner of your Salesforce account.

salesforce reset mfa

  1. Click on “Advanced User Details.”
  2. Disconnect your Salesforce Authenticator.
  3. Ask the user to log back in and reconnect their Salesforce Authenticator app.

We always strive to follow best practices when using Salesforce. If you need any assistance with anything Salesforce-related, please contact us.

Frequently Asked Questions

Q: What is multi-factor authentication (MFA)?
A: MFA is an extra layer of security that requires additional verification, such as using an app or a security key, in addition to a username and password.

Q: I accidentally deleted my Salesforce account from the Authenticator app. How can I regain access?
A: You can reset your Salesforce Authenticator app by following the steps mentioned above under “The Solution: Resetting Your Salesforce Authenticator App.”

Q: Can I reset my Salesforce Authenticator app on my own?
A: Yes, you can reset your Salesforce Authenticator app by following the instructions outlined in the section titled “Resetting Your Own Salesforce Authenticator App.”

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Conclusion

In this article, we discussed the process of resetting your Salesforce Authenticator app when locked out of your Salesforce account. By following the steps provided, you can regain access to your account and ensure the security of your Salesforce system. Remember to always follow best practices and reach out to us if you need any assistance.

Owl see you later,
Charlotte