If a user on your Venn account has lost access to their authenticator app, you can reset their multi-factor authentication, MFA—but only if you have the “Owner” or “Admin” role.
To do this:
Step 1: Go to Venn "Settings Team"
Step 2: Select the user
Step 3: Select “Reset MFA”
This will remove the MFA requirement for their next login, allowing them to sign in.
If the steps above don’t work, the MFA settings enforced for the entire company may be affecting the MFA reset for this user. Try these steps instead:
Step 1: As the “Owner” or “Admin”, turn off company-wide MFA in Venn "Settings Company"
Step 2: Have the affected user log into their account and go to Venn "Settings Profile" to reset the MFA
Step 3: Once the affected user confirms MFA is successfully reset, as the “Owner” or “Admin”, you may turn back on the company-wide MFA in Venn "Settings Company"